{"product_id":"9780974998657","title":"I'm Sorry to Hear That...: Real Life Responses to Patients' 101 Most Common Complaints about Health Care","description":"\u003cp\u003eFrom the patient's perspective, a complaint about healthcare or service is an urgent statement of fact. \"I am here where I don't want to be,\" \"I am frightened and unsure what will happen next,\" \"I put my trust in you, and now something is wrong,\" or \"How can I be sure I will be okay?\" When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety. The service recovery scripts offered in this book can help you recover a patient's confidence in you and your organization.\u003c\/p\u003e","brand":"Fire Starter Publishing","offers":[{"title":"Default Title","offer_id":47035363229936,"sku":"9780974998657","price":16.75,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780974998657_p0.jpg?v=1763881941","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780974998657","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}