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Course catalog > Patient Advocacy

Complaint Management  

A majority of the consumer advocate’s time is spent in the process of managing complaints and using mediation/negotiation skills between conflicted parties. This module will explore the Human Sigma Model presented by Fleming and Asplund (2007) as a theoretical customer service context within which to address complaint management. Attention will be given to factors such as customer and employee engagement, emotional attachment, and measurement/evaluation. We’ll analyze the benefits and opportunities complaints can provide for improvement, and discuss how to encourage consumer voicing of concerns as well as engagement of staff in resolution and prevention. Interventions to calm angry consumers and practical guidelines for dealing with emotional situations will be shared. We’ll also review applicable regulatory agency standards and statutes, and how to define appropriate methods of fair resolution, recognize the impact of organizational policies and procedures on patients’ concerns, and identify issues that expose the organization to legal and financial risk. Discussion will center on applying concepts to actual situations you have or will face in health care institutions.


Each of the 10 online modules in the Patient Advocacy Certificate Program are five weeks long and represent ten contact hours of total work averaging approximately two hours per week, with class size limited to 25 participants. Each module is available for five weeks, beginning at 12 noon EST on a Friday and concluding five weeks later. The registration deadline for each module is 5pm EST the Wednesday prior to the start of the module. You can participate 24/7 during each module, as you interact with colleagues and faculty through facilitated discussions monitored by the professor based on questions related to the material. A certificate of completion is mailed after successful completion of each of the ten modules (based on logging in regularly to participate in discussions each week, and completing all assignments and quizzes). Modules may be taken in any order, with the exception of Data Management and Measuring Patient Satisfaction, which we recommend to be taken as the last two modules. Once you complete all ten modules, you will receive a special certificate and letter documenting your successful completion of the Cleveland State University Patient Advocacy Program.

Click here for more detailed information on the entire Patient Advocacy Certificate Program.


Complaint Management
Item: NUSP19PAP0401 Grace Herwig
12:00 PM - 12:00 PM
Sessions: 0 D Location:
1/4/2019 - 2/8/2019 Fee: $189.00
ONLINE January 4 - February 8, 2019
Courses in the Patient Advocacy Program may be taken individually, however, only students who complete all ten courses will earn the Cleveland State University Patient Advocacy Certificate.

Noelle Muscatello
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