SHCA Online Bookstore

Member Price Single Guide: $20
Non Member Price: $25

Training DVD:  Infusing CARE in the HealthCARE Experience

With the release of HCAHPS instrument and the reporting of patient satisfaction data, the drive to improve patient’s care experience has increased across the industry. Every person, every day, and every encounter contributes to an excellent care experience that drives patient loyalty scores higher.

This product was created by Patient Advocate professionals to help identify the aspects of caring that really matter to patients and their families. The vignettes can be used in a variety of ways including new employee orientation, one-on-one training, and during staff meetings. The training can also be adapted to fit the needs of different facilities and audiences.

Infusing CARE in the HealthCARE Experience is made up to four different vignettes that focus on achieving excellence in patient relations, healthcare customer service and client loyalty through a learning technology specifically designed for the unique needs of today’s healthcare facilities.

Product Benefits:

• Build patient loyalty
• Encourage employee teamwork through role playing activities 
• Improve attitude, morale and communication among staff
• Reduce patient complaints
• Reinforce customer service philosophy

Added features and benefits of DVD training include:

• A Customizable PowerPoint Presentation makes training site-specific; excellent for training different personnel and departments
• Chapterized Content organized by vignette that facilitates discussion; ideal for refresher training, specific training points and navigating through the material
• Bonus scripts that allow for additional role-playing activities among the staff

Member Price: $179
Non Member Price: $279

Click here to order (Online)
Download your order form to pay by check and include the item number and product details.
Product Code:158108

2011 Expanded Edition: The Written Word: Guidelines for Responding in Writing to Patient Concerns

Thoroughly revised and updated, this product includes the latest guidelines and recommendations for written responses to patient concerns and grievances. The Word file response letter templates are organized on a flash drive for easy download and editing to fit the needs of the situation.

A bonus feature included in this edition is a decision matrix that will assist your staff in consistency in determining if cases are standard complaints or if they qualify as a grievance (based on CMS Grievance Guidelines).

This compilation is conveniently organized by type of concern or grievance. Featured letter templates include:

• New! Disruptive Behavior/Threats
• New! Drug Seeking Behavior
• New! Privacy and HIPAA Disclosure
• Advance Directives
• Apology
• Behavior Issues
• Billing Issues
• Clinical Care
• Communication
• Death of a Patient
• Discharge Planning
• Lost Items

The expanded edition of The Written Word also outlines the top five reasons for responding in writing, and the CMS guidelines that are required of a written response.

Member Price: $50
Non Member Price: $100

Click here to order (Online)
Download your order form  to pay by check and include the item number and product details.
Product Code: 158107

In the Name of the Patient

This publication is a comprehensive resource that addresses consumer advocacy, patient representation, and special challenges such as complaint management, quality improvement, ethical issues, legal, risk management, and compliance with regulatory standards.  This 2009 edition is complete with templates, examples and a glossary of terms. View the table of contents.

Member Price: $149
Non Member Price: $199

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Download your order form  to pay by check and include the item number and product details.
Product Code: 157918

The Sky is Falling...So They Called Me: Volumes One and Two

These SHCA publications are a compilation of true stories about the best, worst, saddest and funniest experiences of the authors in the patient advocate profession - our very own Society members!

Member Price: $25/set
Non Member Price: $35/set

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Set Product Code: 158205
Volume 1 Product Code: 158203
Volume 2 Product Code: 158204

SHCA Domains of Practice^TM Certificate Program - 2011 Season Passs Archived Package 

Member Price: $999
Non Member Price: $1500

Program certificates of completion are offered for each module totaling over 15 hours of content. Most modules are approved for 1.5 Nursing Continuing Education credits. Visit the Domains of Practice webpage to view more details and order your archived package.

SHCA Domains of Practice Module 7: Grievance and Complaint Management (recorded July, 2011)

Member Price: $125.00
Non-Member: $225.00

The goal of this 90 minute module is to provide participants with fundamental information and regulatory updates as it relates to the collecting, responding and resolving of grievances and complaints as well as the legal and ethical responsibility of the Patient Advocate that are put in place by federal regulatory agencies.

Content experts: David Eddinger, RN, MPH, Captain United States Public Health Service, Retired and Lisa Venn, J.D., M.A., CHC, founder of the Advocate Alliance

Click here to order (Online)
Download your order form  to pay by check and include the item number and product details.
Product Code: 158306

SHCA Webinar Archives (2008-2010)

Each of the 60-minute webinar archives highlight one of SHCA's leadership qualities in the SHCA Domains of Practice^TM  which articulate the body of knowledge and skills most critical to professional competence in the role of Patient Advocacy. 

Member Price: $49
Non Member Price: $99

Click here to see available webinar archives to add to your professional library.