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.
Healthcare Service Recovery 101
Addressing patients’ concerns before they affect the bottom line
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
Survey: Majority of patients now want role in clinical decision-making
Mind the consumer expectations gap
Satisfaction scores show top retailers, airlines and hotels outrank hospitals
Traditional providers face increased competition from retailers
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:
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
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.