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Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices
Press Ganey Consultants
Size: 8.5" x 11"
HCPro / Press Ganey
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HCPro and Press Ganey have teamed up to create this tool for you. Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices is a unique and authoritative resource and training tool to increase patient satisfaction and improve your bottom line.
What do you do when healthcare service fails?
How should you react when a patient complains or expresses concern?
This resource kit takes you step-by-step through the process of creating an effective service recovery program. With Making it Right, you'll have the tools and information you need to transform your organization from one that avoids complaints, to an organization that is empowered, patient-centered, and ready to handle service failures.
The success of any healthcare facility depends on an effective service recovery system. Failure to resolve a patient's problem, whether real or perceived, or to make amends to the patient will definitely result in an unhappy patient - and a possible lawsuit. Fortunately, it is possible to mitigate the impact of flawed healthcare service.
By exceeding expectations in the way you address the situation, you can re-capture the loyalty of a wronged patient, and send your patient satisfaction scores through the roof. By relying on this dependable, authoritative resource to create, implement and maintain a service recovery program, you can achieve success with:
high patient satisfaction
profitable financial returns
measurable results to show to others
This must-have guide uses valuable real-life, world-class case studies to illustrate essential service recovery principles. Readers will benefit from these compelling examples of how other healthcare organizations have created successful programs to enhance their service recovery and improve patient satisfaction.
It's one thing to make a mistake. It's another to add insult to injury by neglecting to address the problem, or by responding inappropriately. In fact, the way your organization reacts when something goes wrong profoundly affects your patients' overall healthcare experience, and ultimately their satisfaction with your facility. You'll not only increase your patient satisfaction scores and encourage positive word of mouth, you'll also improve your organization's bottom line.
This book is from Press Ganey, the thought leaders in patient satisfaction. Making it Right draws on the expertise and experiences of Press Ganey Consultants and clients. Press Ganey, the premier vendor of performance measurement and improvement in healthcare, has compiled a mountain of industry best practices and analyzed the best service recovery programs in the country.
Press Ganey is the healthcare industry's largest independent vendor of satisfaction measurement and improvement services. They specialize in producing tested and reliable satisfaction surveys, comprehensive management reports, and national comparative databases to monitor customer (patient, resident and employee) satisfaction in healthcare delivery systems. Press Ganey, founded in 1985 and headquartered in South Bend, Indiana, serves approximately 6,000 health care facilities, which includes 1,454 hospitals or more than 30% of the total acute care market.
With more than 17 years of experience, HCPro, Inc. is a leading provider of integrated information, education, training, and consulting products and services in the vital areas of healthcare regulation and compliance. The company's mission is to meet the specialized informational, advisory, and educational needs of the healthcare industry. As an acknowledged industry authority in healthcare regulation and compliance, HCPro focuses on providing its expertise in the areas of accreditation, medical staff affairs, credentialing, privileging, medical record management, regulatory compliance, nursing, quality/patient safety, infection control, and workplace safety.
(information from the publisher)
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