SHCA Online Bookstore
Welcome to the Society for Healthcare Consumer Advocacy Online Bookstore - the home of recommended resources for those who contribute to a positive healthcare experience for patients, families and the community. Browse through SHCA’s publications below and find educational resources to improve the patient and family experience in your facility.
SHCA's online store has been re-designed to enhance your ability to find the educational materials and products you need in one quick click. Enhanced search capabilities allow you to purchase all your SHCA products, events and membership renewals in one order. Visit the online store FAQ page for more information.
NEW! A Patient-Centered Guide to Handling Complaints and Grievances
This handy guide has been created to assist Patient Advocates, and others in healthcare organizations, anticipate, meet, and even exceed the expectations of patients receiving care. The SHCA Publications Committee created it as a quick reference to the Centers for Medicare and Medicaid Services (CMS) regulations regarding the complaint and grievance management process.
The guide includes: The history of the creation and evolution of the CMS regulations, the intent of the guidelines, and examples of policies to assist you in managing grievances and complaints more effectively in your organization. At the back of the guide readers will find references to the regulations, the Conditions of Participation, The Joint Commission standards and the SHCA Code of Ethics.
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.
- 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
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
- Behavior Issues
- Billing Issues
- Clinical Care
- 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.
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.
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!