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Mastering Healthcare Service Recovery: Best Practices

Mastering Healthcare Service Recovery: Best Practices

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Healthcare Service Recovery 101

Hospital CEOs face major issues, but aren’t certain how to fix them

Consumer demands stand out above all as top concern

Healthcare Service Recovery Must Emphatically Include Patients in Clinical Decisions

You must build patient preferences into every stage of the journey in order to embrace healthcare consumerism. In other words, you must take a second look at everything from billing to IT, facilities, administration, and HR. All in all, it can feel like a lot. A good place to start, however, is giving frontline staff these five tactics when caring for patients and their family members:

  • Listen (i.e. conduct surveys)
  • Offer an apology (i.e. recognize their issue without taking blame)
  • Offer to help (i.e. suggest a way to make things right)
  • Follow through (i.e. ensure that issues have been taken care of)
  • Keep it professional (i.e. offer great customer service)

At this point in time, hospitals today operate on narrow margins. To that end, losing even one patient over poor customer service is too many. 

Complicating matters, most organizations still use traditional surveys to track and monitor patient satisfaction metrics, making it much harder for them to discover service recovery opportunities in time.

In contrast, Q Reviews makes it easy for patients to provide real-time feedback. We also make it easier for healthcare leaders to improve service based on this feedback. Our service recovery tools consequently help shift the focus onto the patient. In that way, you can promote a culture of service excellence.

Service Recovery 101

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 total of 30-plus years of clinical, healthcare administrative, and tech experience. Quality Reviews®, Inc. builds proprietary software to help healthcare provider organizations capture and analyze real-time patient feedback to make service recovery easier.

Survey: Major issues hospital CEOs face

Consumer demands round out the top 5 concerns

Financial challenges
Governmental mandates
Governmental mandates
Governmental mandates
Governmental mandates

Tap Here to Learn about Q Connect

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