This blog post continues our series of patient experience best practices from the HealthStream Engagement Institute. Every week we share information that demonstrates our expansive understanding of the challenges faced by healthcare organizations and the solutions we have identified for improving the patient experience and patient and business outcomes.
For service recovery to be successful, every member of the organization is expected to respond and take ownership of a patient’s or customer’s complaint or concern. The employee becomes the personal representative of the organization and an advocate for the patient or customer.
Our RELATE acronym can help staff recall the steps in service recovery, even in the midst of a stressful or heated customer interaction.
R – REASSURE by telling the customer who you are and that his or her concerns are important.
E – EXPLAIN you are here to help resolve the issue.
L – LISTEN to the concern or complaint.
A – ANSWER by explaining the action you will be taking.
T – TAKE ACTION to resolve the concerns.
E – EXPRESS appreciation for bringing his or her concerns to your attention and follow up to ensure the concern is resolved for the individual.
Step 1: Reassure the patient or customer that you are competent, and instill confidence.
Step 2: Explain that you are there to help make this better for the patient or customer.
Step 3: Listen actively; this is the most important step in service recovery.
Next week’s blog will continue the additional steps in the service recovery process.
This is a sample of the innovation shared at The Healthcare Improvement Forum, a venue designed to assist leaders at every level to transform culture and optimize performance. This newly developed conference series is an innovative gathering of leaders eager to hear from industry experts. As an attendee, you will learn practical tools and tactics that will leverage strengths to meet your organization’s goals—from employee engagement to the patient experience. The coaches and experts at the HealthStream Engagement Institute incorporate a variety of adult learning and networking techniques to engage their audience and share real-world solutions for attendees to learn and implement.
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