Service Recovery

About the Course

Understanding exactly what Service Recovery is and having a plan for implementation is top of mind for leaders in healthcare across the country. Service Recovery is a communication practice and process (including a set of tools and techniques) that can be used to make things right after something has gone wrong with the healthcare experience. Service recovery, when executed timely and effectively not only improves patient loyalty and referrals, it also positively affects quality and service outcomes.

This course is best for:
  • Leaders
  • Physicians
  • Staff
  • Anyone looking to improve healthcare communication
We can all relate to times we have been disappointed by a service, restaurant, travel, or product experience. Chances are, there are instances when that individual or organization stepped in to recover your disappointment, as well as times when no one addressed your concern. How did their action (or inaction) influence your loyalty to that organization?  The reality in healthcare is that recovering disappointments is profound to shaping the memories, referrals, loyalty, quality, and service outcomes. We are a high risk, high emotion industry and despite our calls to serve and missions, we can make mistakes. According to research, 55% of individuals are already worried something might go wrong during their hospital stay. Knowing we must work harder and harder to meet the demands of patients and consumers across our diverse continuum of care settings, evaluating the effectiveness of your service recovery process can pay dividends in creating patient and family loyalty. 
By the end of this 5-part course, you will be able to:
  1. Create a culture of responsiveness to patient and family needs and expectations
  2. Equip all employees to address a service failure
  3. Turn a negative situation into a positive one
  4. Prevent a negative situation before it occurs
  5. Have the practice, policy, and procedure to address a situation
  6. Monitor trends and opportunities to improve

Service Recovery

Purchase this course to gain access to 5 video lessons on Service Recovery. This one-time fee grants individual access to this course and supporting materials for 12 consecutive months from date of purchase.

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Ready to take your professional growth to the next level? Select and purchase your courses now. Organizations, contact us and let’s get started on a custom quote for your team.