SERVICE RECOVERY IN HEALTH CARE - Everything You Need To Know - Dr. Nabil Ebraheim
4.4 هزار بار بازدید -
10 سال پیش
-
Educational video describing the concept
Educational video describing the concept on Service Recovery.
What is service recovery? Service recovery refers to the positive actions taken by a service provider in response to a service failure. It is important to learn excellent service recovery steps in order to deal with disappointed patients. Service failure can occur even in the best organizations. If you are providing a service, some failure of that service is inevitable. Service failure occurs when the performance falls below the patient’s expectations. This will influence the patient’s loyalty and the patient’s satisfaction. The entire process is heterogeneous and subjective. It is not the quality of the care provided, it is the satisfaction of the patient that is lacking. Avoiding and minimizing the consequences of that failure is important. Learn from recovery experiences and lost patients. Improve and refine your process. A well designed, well-documented service recovery strategy shared by your entire system will help in improvement efforts for providing excellent service. Organizations that encourage and track patient complaints have an opportunity to implement a real process for improvement which keeps the patient happy.
1-Make the service fail-safe! This it eh most important step of service recovery. It indicates and presents elegance of service quality and the highest level of a genuine authentic service. It holds the highest standard of service to the patient without excuses or blame, with zero tolerance for affecting the wishes of the patient to have outstanding service. Make sure the patient is happy, comfortable, and attracted to your system. If you do not make the system fail-safe, the employee and organization will be demoralized by the continuation of failures that occur. Making the same mistakes and continuing the same failures is detrimental to the system. You can’t keep making the same mistakes over and over again and expect a different result.
2-Track and encourage complaints: a large number of patients may experience difficulty during the health care delivery however they do not complain. Nobody likes complaints or negative comments, however complaints are a road map to show us if the service is on track. When performance falls below patient expectation it is the time to listen and act. If you encourage the patient to complain, it will be healthy for your organization because you will learn from the patient’s complaints.
3-Act quickly by listening first. Listen first and treat patients properly. The patient wants a response and they don’t want to be shuffled from one employee to another, one layer to another layer, or from agency to agency. The solution of the problem may take multiple steps, however you may want to cut that vicious cycle by acknowledging the patient’s complaint and tell the patient that we are going to act quickly.
4-Treat the patient fairly: the patient could rate the service bad even if the service recovery is done perfectly. The patient will want justice in the procedure, the interaction and in the outcome. The patient will want justice in the procedure.
Improve and cultivate a relationship with the patient: a stronger relationship with the patient will allow the patient to be more forgiving. It is a buffer when failures occur. It restores their confidence and trust.
Do not quarrel with the patient. the temptation is to quarrel with the patient, but instead realize that listening to the patient is a small fortune that you need to protect. Let the patient vent. Let the patient get it out and do not rush to answer. Maintain eye contact and healthy body language with the patient. ask open ended questions and consider the patient’s emotions. Explain to the patient that you are committed to making things right. Hit the pause button and fix the problem. If you are wrong, roll out the red carpet and hope it will work. Even if you are not wrong, fix the situation and look like a hero. If you do a lot of service, you will have failures. Effective complaint handling and crisis intervention is important. Do not posture or deny. Take the responsibility with a smile.
Here is a way that may solve the problem. Listen, acknowledge, apologize, express disappointment that the system did not meet the expectations of the patient. no excuses, no blame, and show the patient that you are committed to making things right, then act quickly and find the solution. Effective complaint handling creates patient loyalty and satisfaction.
Anyone involved in patient care can cause or contribute to a service failure. Training, training, training! It is important to ask yourself what happened? Why did it happen? What can I do to prevent it from happening again?
Advice. Be patient to advocate! Think for yourself. Never assume anything and check the facts. Don’t be a box checker, think outside the box! Be innovative and embrace change.
What is service recovery? Service recovery refers to the positive actions taken by a service provider in response to a service failure. It is important to learn excellent service recovery steps in order to deal with disappointed patients. Service failure can occur even in the best organizations. If you are providing a service, some failure of that service is inevitable. Service failure occurs when the performance falls below the patient’s expectations. This will influence the patient’s loyalty and the patient’s satisfaction. The entire process is heterogeneous and subjective. It is not the quality of the care provided, it is the satisfaction of the patient that is lacking. Avoiding and minimizing the consequences of that failure is important. Learn from recovery experiences and lost patients. Improve and refine your process. A well designed, well-documented service recovery strategy shared by your entire system will help in improvement efforts for providing excellent service. Organizations that encourage and track patient complaints have an opportunity to implement a real process for improvement which keeps the patient happy.
1-Make the service fail-safe! This it eh most important step of service recovery. It indicates and presents elegance of service quality and the highest level of a genuine authentic service. It holds the highest standard of service to the patient without excuses or blame, with zero tolerance for affecting the wishes of the patient to have outstanding service. Make sure the patient is happy, comfortable, and attracted to your system. If you do not make the system fail-safe, the employee and organization will be demoralized by the continuation of failures that occur. Making the same mistakes and continuing the same failures is detrimental to the system. You can’t keep making the same mistakes over and over again and expect a different result.
2-Track and encourage complaints: a large number of patients may experience difficulty during the health care delivery however they do not complain. Nobody likes complaints or negative comments, however complaints are a road map to show us if the service is on track. When performance falls below patient expectation it is the time to listen and act. If you encourage the patient to complain, it will be healthy for your organization because you will learn from the patient’s complaints.
3-Act quickly by listening first. Listen first and treat patients properly. The patient wants a response and they don’t want to be shuffled from one employee to another, one layer to another layer, or from agency to agency. The solution of the problem may take multiple steps, however you may want to cut that vicious cycle by acknowledging the patient’s complaint and tell the patient that we are going to act quickly.
4-Treat the patient fairly: the patient could rate the service bad even if the service recovery is done perfectly. The patient will want justice in the procedure, the interaction and in the outcome. The patient will want justice in the procedure.
Improve and cultivate a relationship with the patient: a stronger relationship with the patient will allow the patient to be more forgiving. It is a buffer when failures occur. It restores their confidence and trust.
Do not quarrel with the patient. the temptation is to quarrel with the patient, but instead realize that listening to the patient is a small fortune that you need to protect. Let the patient vent. Let the patient get it out and do not rush to answer. Maintain eye contact and healthy body language with the patient. ask open ended questions and consider the patient’s emotions. Explain to the patient that you are committed to making things right. Hit the pause button and fix the problem. If you are wrong, roll out the red carpet and hope it will work. Even if you are not wrong, fix the situation and look like a hero. If you do a lot of service, you will have failures. Effective complaint handling and crisis intervention is important. Do not posture or deny. Take the responsibility with a smile.
Here is a way that may solve the problem. Listen, acknowledge, apologize, express disappointment that the system did not meet the expectations of the patient. no excuses, no blame, and show the patient that you are committed to making things right, then act quickly and find the solution. Effective complaint handling creates patient loyalty and satisfaction.
Anyone involved in patient care can cause or contribute to a service failure. Training, training, training! It is important to ask yourself what happened? Why did it happen? What can I do to prevent it from happening again?
Advice. Be patient to advocate! Think for yourself. Never assume anything and check the facts. Don’t be a box checker, think outside the box! Be innovative and embrace change.
10 سال پیش
در تاریخ 1393/08/01 منتشر شده
است.
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