May 24, 2011

Emergency Medicine News: Sick of Complaints? Call the Ombudsman

The May issue of the independent news magazine says that Ombuds are an important resource for emergency medicine professionals who are often criticized from many sides.

In receiving complaints from emergency medicine professionals, the ombudsman may coach the employee in how to approach a manager on her own, or may direct the employee to an appropriate resource within the organization. At the same time, the ombudsman collects anonymous data on patterns of complaints that can help the emergency provider fine-tune training programs.

Some emergency service providers may wish to create an ombudsman position exclusively for clients to ensure high levels of satisfaction. This is a customer-friendly move.
The article was written by James Ziegenfuss and Patricia O'Rourke, authors of The Ombudsman Handbook. (Emergency Medicine News.)

Related post: Book Highlights Organizational Role of Ombuds.

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