Restoring trust and confidence in our ability to “get it right” Service recovery Restoring trust and confidence in our ability to “get it right”

What is service recovery? “recovering” unhappy patients by: Identifying and fixing the problem, or Making amends for the perceived failure

Why is service recovery so important? The truest test of our commitment to provide a high quality, patient- centered experience is in the way we respond when things go wrong for those we serve. Effective Service recovery leads to enhanced perceptions of the quality and value of care being delivered.

Why is service recovery so important? “The way a single employee handles a single complaint–whether the problem is caused by their own mistake, someone else’s, or just the reality of 21st century healthcare–determines how that patient feels about your hospital or practice. When all employees respond to that complaint in the right way, well, it can have a powerful impact organization-wide.” – Quint Studer

MCHS Service recovery process Recognize Concern R = E = A = C = T = Empathize Apologize Connect & Listen Take Action

Service recovery process = r.e.a.c.t. Recognize Concern Acknowledge there is a concern when one is voiced, or Look for non-verbal cues (tone of voice; body language) Don’t be afraid to ask questions

Service recovery process = r.e.a.c.t. Empathize – the ability to understand and share the feelings of another. See it through their eyes. Try to understand the thoughts, feelings and emotions they are experiencing. Let the patient/visitor know your “get it”!

Service recovery process = r.e.a.c.t. Apologize You are apologizing on behalf of MCHS whether at fault or not. Be sincere; make eye contact i.e. “I’m sorry this has happened…” “I apologize for your frustration…”

Service recovery process = r.e.a.c.t. Do’s of an apology Don'ts of an apology Use Warm, open body language Make eye contact Use your “soft” voice Use “I” Statements Use a defensive tone of voice Argue Smile inappropriately Sound like a robot

Service recovery process = r.e.a.c.t. Connect & listen Stop and focus on the patient/visitor Listen patiently and non-defensively Ask open-ended questions

Service recovery process = r.e.a.c.t. Take action Take ownership of the resolution Explain available options, if appropriate Involve patient/visitor in the resolution process Follow through!!!

Service recovery chain of command YOU Charge RN / Supervisor Director/Manager/House Supervisor Service Excellence / Risk Management START The Service Excellence Director and Risk Manager should not be contacted prior to the Unit/Department Supervisor(s) and Directors having the opportunity to address the patient concern.

Service recovery common complaints Billing Errors/Cost Duplicate Tests YOU are empowered to resolve these common complaints Parking Rude Staff Lack of Coordination Food Lack of Information Cancellations Wait Time Cleanliness

Service recovery is everyone’s job! If you have any questions, please contact: Service Excellence (432) 640-2298 Risk Manager (432) 640-2487