title: The patient relations and service recovery guide: a colorful approach to handling upset and angry patients.
authors.affiliation: KarenZupko and Associates, Chicago, IL. jobrien@karenzupko.com.
authors.forename: Jennifer A
authors.initials: JA
authors.lastname: O'Brien
mesh_terms: D000786:Anger; D003142:Communication; D006801:Humans; D007398:Interpersonal Relations; D009819:Office Visits; D010817:Physician-Patient Relations; D020399:Practice Management / Q000592:standards*; D013315:Stress, Psychological