Uncovering the Unsaid

Sometimes despite our best efforts to anticipate service failures, our patients are dissatisfied and silent. We need to take steps to discover and make it safe for patients to voice their concern. Taking the first step in acknowledging a potential disappointment or one that has occurred helps build confidence in our patients to share their concern or hurt. Building strategies to uncover patient and family disappointments provides a platform to confidently approach patients and give them the opportunity to share how we can serve them better. (Video Duration: 2min:37s)

Course Description

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.

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. 

This course is best for:
  • Leaders
  • Physicians
  • Staff
  • Anyone looking to improve healthcare communication

Course Objectives

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