Learning from a Privacy Ombudsman: A Case Study to Establish a Healthcare Services Ombudsman

by Rebecca Herold

Despite an organization's best efforts to create a positive experience with their customers, patients, and employees, and to provide the most effective safeguards possible for personally identifiable information (PII), there will always be issues and incidents that occur to create dissatisfaction and friction. This type of conflict often remains unknown to the organization until it festers and spirals into a full-blown situation of bitterness and alienation among unsatisfied and frustrated folks. To resolve these types of situations, smart organizations create safe outlets that allow customers and patients to express their concerns and complaints in a way that will be addressed by the organization to the mutual benefit of all involved.

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Learning from a Privacy Ombudsman: A Case Study to Establish a Healthcare Services Ombudsman1 March 2008