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

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

3. Service recovery process = r.e.a.c.t.
Recognize Concern
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4. 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

5. Service recovery process
Recognize Concern
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Empathize

6. 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”!

7. Service recovery process
Recognize Concern
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Empathize
Apologize

8. 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…”

9. 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

10. Service recovery process
Recognize Concern
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Empathize
Apologize
Connect & Listen

11. 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

12. Service recovery process
Recognize Concern
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Empathize
Apologize
Connect & Listen
Take Action

13. 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!!!

14. Service recovery chain of command
Front Line Staff
Charge RN / Supervisor
Director/Manager/House Supervisor
Service Excellence / Risk Management
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.

15. 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

16. Service recovery is everyone’s job!
If you have any questions, please contact:
Meghan Pry, Director, Service Excellence
(432)
Jim Granbery, Risk Manager
(432)