Service Recovery 101

Service Recovery 101 October 2, 2018

Healthcare Service Recovery 101

Survey: Major issues confronting hospital CEOs

Consumer demands round out the top 5 concerns

Survey: Majority of patients now want role in clinical decision-makingService Recovery 101

Embracing healthcare consumerism starts by incorporating patient preferences into every part of the organization — from billing to technology, to facilities and administration, and human resources to clinical decision-making. It can be overwhelming. A good place to start? Empowering frontline associates with these five tactics when caring for patients and their family members:

  • Listen
  • Offer a blameless apology
  • Offer to help
  • Follow through
  • Keep it professional

With hospitals today operating on the narrowest of margins, losing even one patient over poor customer service is too many. 

Complicating matters, most healthcare organizations still use traditional surveys to track and monitor patient satisfaction metrics, putting them at a huge disadvantage in terms of identifying service recovery opportunities.

We make it easy for patients to provide real-time feedback — and even easier for healthcare leaders to improve service based on this feedback. Utilizing real-time feedback, our service recovery and daily performance improvement tools help shift the focus onto the patient and promote a culture of service excellence.

What We Do

5 star review

Q-Connect

Q-Reviews is our Real-time
Patient Feedback and
Service Recovery platform
for the outpatient setting.

5 star

Q-Rounding

Q-Rounding is our Patient
Experience Rounding tool
for the inpatient setting.

star

Q-Engagement

Q-Engagement is our
Real-Time Employee and
Provider Engagement and
Feedback tool.

Interested in learning more? Let’s talk.

Based in New York City, Quality Reviews®, Inc. was founded by leading healthcare providers and entrepreneurs with a combined 30-plus years of clinical, healthcare administrative and technology building experience. Quality Reviews®, Inc. builds proprietary software to help healthcare provider organizations capture and analyze real-time patient feedback to facilitate service recovery.

Survey: Major issues confronting hospital CEOs

Consumer demands round out the top 5 concerns

Financial challenges
Governmental mandates
Governmental mandates
Governmental mandates
Governmental mandates
author

Jill Yarberry

Vice President, Patient Experience

Jill has 20 years’ experience in healthcare business development and operations. Prior to joining Quality Reviews®, Jill worked in the healthcare industry where she has been responsible for developing and implementing the sales strategy, market research, and business development to meet and exceed sales growth projections.

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