1. MUSC Health Ambulatory Patient & Family Advisory Council May 28, 2014 Location: MUSC Health East Cooper

2. Agenda 1.Welcome and Lunch: Mikelyn McGinnis 2.Ambulatory Service Recovery Program: Emily Hecht 3.Council Feedback: Scott Denham 4.Vice President Position: Scott Denham 5.End of Year Celebration: Mikelyn McGinnis 6.Questions and Comments 2

3. Service Recovery Program FOR LEADERS IN PATIENT SERVICE

4. What Is Service Recovery? Service recovery is the process used to “recover” dissatisfied or lost members or patients by identifying and fixing the problem or making amends for the failure in customer or clinical service. Excellent service recovery programs are an effective tool for retaining members or patients and improving their level of satisfaction. Good service recovery programs can turn frustrated, disgruntled, or even furious patients or members into loyal ones. cahps.ahrq.gov

5. Service Recovery MATTERS! If the hotel guest’s experience was No problems experienced during stay Problems during stay: not resolved Problems during stay: resolved Then their intent to return was 89% 69% 94% Source: Roger Dow, VP of Marketing at Marriott Hotels Indifferent Staff Product Dissatisfaction Competitive Reasons Develop Other Relationships Move Away 68% 14% 9% 5% 3% Source: Forum Corporation Why did customers leave?

6. Service Recovery MATTERS! Of dissatisfied customers will complain to the provider organization Of dissatisfied customers will tell at least 9 friends 50% 96%

7. Popular Patient Complaints Bumped appointments Rescheduling without patient notification Clinic cancellations Clinic wait times Length of time before next-available appointment Appointment location confusion Patients not receiving callbacks in a timely manner or at all Patients not being notified when a clinician leaves the practice Lack of communication between back and front of house Patient dissatisfaction with physician or staff attitudes Billing *as reported by MUSC Staff

8. Listen Empathize Apologize Direct Establish Report Send LEADERS in Patient Service! L L E E A A D D E E R R S S

9. LISTEN Listen attentively to the patient’s concerns; make eye contact and give them your full attention. “I understand we may not have done our best work today. Can you tell me about it?”

10. EMPATHIZE Empathize with the patient’s experience. “It is easy to see why this would be upsetting,” “I can tell this has been very frustrating for you.” “I see your point. How can I help?” “You are right. Let me help you with this.” “I fully understand. How can I help you?”

11. APOLOGIZE Apologize sincerely for the patient’s: “Inconvenience” “Misunderstanding” “Miscommunication” “Experience”

12. APOLOGIZE “I am truly sorry we did not meet your expectations.” “I am truly sorry that you had this experience. Our goal is to provide the highest quality care and service and I am so sorry we disappointed you” “I am so sorry for the misunderstanding that occurred.” “I apologize that this occurred. This is not the way we like for things to be here at MUSC.” “I apologize for the inconvenience this caused.”

13. DIRECT Direct the patient to the appropriate personnel or department. Use the communication chart to determine the appropriate point of contact! “I’m sorry that I haven’t been able to resolve this issue for you. With your permission, I would like t refer you to __________, because I believe they will be able to provide you with a solution you will be satisfied with.” “This is not my expertise but let me find someone who knows more than I do and together we’ll figure this out.”

14. ESTABLISH Establish a solution to the problem at hand. Use the tools you have at your disposal! “How can I make this better for you?” “Our goal is to provide you with excellent care and service. Let me see how I can turn this around for you.”

15. Service Recovery Tool Kit 95% of service issues should be resolved with LEADERS key words alone. If patients are still unsatisfied, employees may utilize the Service Recovery Tool Kit. Tool Kit supplies are limited!

16. What’s In a Tool Kit?

17. REPORT Report the event occurrence using PSI. SEND Send a follow-up letter to the patient using one of the three templates provided.

18. Patient Safety Institute (PSI) Used by front-line and clinical staff to report out-of-the-ordinary occurrences Identifies type of patient harm, contributing factors, unsafe conditions, etc. Reviewed and completed by managers: automatically notified based on location and specific characteristics of event

19. End of Year Celebration Thursday, June 5, 2014 MUSC Health East Cooper Room & Garden Terrace 5:30pm 19