Healthcare Service Recovery 101

Healthcare Service Recovery 101

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 practising healthcare 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 healthcare service recovery — or an understanding of why it’s so crucial in this changing landscape.