Click me
Transcribed

Healthcare Service Recovery

Quality Healthcare Service Recovery 101 Reviews Addressing patients' concerns before they affect the bottom line Healthcare today is evolving into a consumer-focused industry. 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 practicing 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 service recovery – or an understanding of why it's so crucial in this changing landscape. Survey: Major issues confronting hospital CEOS Consumer demands round out the top 5 concerns Patient safety and quality Financial Governmental mandates Personnel Patient challenges shortages satisfaction Survey: Majority of patients now want role in clinical decision-making Doctor decides without patient input 0% Doctor decides with patient input 6% Doctor and patient jointly decide 29% Patient decides with doctor input 38% Patient decides without doctor input 26% Mind the consumer Doc-in-a-box expectations gap Traditional providers face increased competition from retailers Satisfaction Scores show top retailers, airlines and hotels outrank hospitals $18 billion Annual revenue currently generated by urgent care providers 85% 82% Amazon Hilton Share of all primary care visits currently performed at urgent 20% care centers 80% 76% Southwest Alrlines 6% Expected annual growth of the consumer-focused industry Service Recovery: A Strategy for Success Embracing healthcare consumerism starts by incorporating patient preferences into every part of the organization – from billing to technology, to facilities and administration, and human resources to clinical decision-making. It can be overwhelming. A good place to start? Empowering frontline associates with these five tactics when caring for patients and their family members: Listen Offer a blameless apology Offer to help Follow through Keep it professional %24

Healthcare Service Recovery

shared by quality-review on Sep 07
0 views
0 shares
0 comments
With hospitals, today operating on the narrowest of margins, losing even one patient over poor customer service is too many. Applying a service recovery strategy has become accessories for the healthc...

Tags

None.

Category

Business
Did you work on this visual? Claim credit!

Get a Quote

Embed Code

For hosted site:

Click the code to copy

For wordpress.com:

Click the code to copy
Customize size