Many providers are embracing the shift to retail by bringing patients into the clinical conversation. That means designing facilities and services around their specific needs. Leading hospitals and health systems also are practicing healthcare service recovery. This is a means of stepping in when customers and their family members have concerns. That could look like listening to their concerns when expectations fall short and rectifying issues, whenever possible.
A decades-long mainstay of hospitality and travel industries, this approach can help providers remain viable amongst increased competition. But some providers lack the tools to perform healthcare service recovery — or an understanding of why it’s so crucial in this changing landscape.