Service Recovery 101

Healthcare today is evolving into a consumer-focused industry. Many providers are embracing the shift to a retail experience by designing facilities, work flows, and processes around their patients’ specific needs.

Quality Reviews Logo

Healthcare Service Recovery 101

Addressing patients’ concerns before they affect the bottom line

Doctor image

Healthcare today is evolving into a consumer-focused industry.

As a result, many providers are embracing the shift to retail by bringing patients into the clinical conversation and designing facilities and services around their specific needs. Leading hospitals and health systems also are practicing service recovery, stepping in when customers and their family members have questions about their care, listening to their concerns when expectations fall short and rectifying issues, whenever possible.

A mainstay of the hospitality and travel industries for decades, this new approach can help traditional providers remain viable in an era of increased competition. But some providers lack the tools to perform service recovery — or an understanding of why it’s so crucial in this changing landscape

Survey: Major issues confronting hospital CEOs

Consumer demands round out the top 5 concerns

Financial challenges

Governmental mandates

Personnel shortages

Patient safety and quality

Patient satisfaction

Survey: Majority of patients now want role in clinical decision-making

Doctor decides without patient input
0%
Doctor decides with patient input
6%
Doctor and patient jointly decide
29%
Patient decides with doctor input
38%
Patient decides without doctor input
26%

Mind the consumer expectations gap

Satisfaction scores show top retailers, airlines and hotels outrank hospitals

QR-Service-Recovery Graph

Doc-in-a-box

Traditional providers face increased competition from retailers

$18 billion

Annual revenue currently generated by urgent care providers

Share of all primary care visits currently performed at urgent care centers

 

Expected annual growth of the consumer-focused industry

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
Q-Review

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-Reviews

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.

Share on facebook
Share on twitter
Share on linkedin

Interested in seeing how Quality Reviews can help improve company communication?

Contact us to learn more

Case Studies

Recent Posts

ANCC® Magnet Certification and Re-certification

ANCC® Magnet Certification and Re-certification

ANCC® Magnet Certification and Re-certification

Quality Reviews, working collaboratively with the American Nurses Credentialing Center (ANCC), created a crosswalk of Quality Reviews’ questions to the nine patient satisfaction categories (see below) delineated in 2014 and 2019 Magnet® Application Manuals. This crosswalk was approved by ANCC in November 2017.

    • Patient engagement / patient-centered care
    • Care coordination
    • Safety
    • Service recovery (may be ambulatory)
    • Courtesy and respect
    • Responsiveness
    • Patient education
    • Pain
    • Careful Listening