This blog post continues our series of patient experience best practices. Every week we will 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.
Service recovery is the process of making things right after something has gone wrong with the healthcare experience. It’s doing all that we can—in a sincere way that satisfies the customer—when service has failed. Why do it? We practice service recovery because it is a good, fundamental business practice that can turn a negative situation into a positive statement about our organization. In addition, it helps curb bad public relations, as dissatisfied customers have a tendency to tell others about their negative experience.
Did you know that service recovery, when done right, is also a loyalty creator? When our customers’ concerns or complaints are handled quickly and to the customer’s satisfaction, they are more likely to recommend our organization to a friend. This recommendation is an indicator of their loyalty to us. Research shows that a “recovered” customer is actually more satisfied than one who did not experience any problems at all.
In the service industry, occasional mistakes are inevitable. Even the perception of a mistake is enough to cause customer dissatisfaction. If a patient believes that an employee’s actions have created a negative situation—whether the employee is truly at fault or not—then that staff person needs to do service recovery. If your organization wants to turn potentially negative word-of-mouth advertising into glowing praise, it needs a working service recovery plan with which every employee in the organization is familiar.
What is the Value of Service Recovery?
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