Service Recovery: Turning service failures into successes!
Service Recovery is about handling patient experience complaints effectively. It is everyone's responsibility to practice Service Recovery. If a patient/family feels we have been responsive to their concerns and needs, they are actually more likely to do business with us again; even more so than those who never complained at all. Fortunately, you have the power to turn a service failure into a success with service recovery.
SERVICE RECOVERY OVERVIEW
Whenever a UW Health employee recognizes a patient/family member may be disappointed or inconvenienced by our service, that employee is encouraged to immediately provide Service Recovery.
FOUR STEPS TO SERVICE RECOVERY
- Acknowledge the mistake, problem or inconvenience. Listen patiently without interrupting. Be sincere and take a personal, professional interest in the situation. Use phrases like “I want to be sure I understand your viewpoint.”
- Apologize on behalf of UW Health. Use empathy, “I am sorry that ….” “I can understand how you feel….” Do what YOU can do to correct the problem as quickly as possible. Ask for assistance from other staff/manager, if necessary.
- Offset the customer’s frustration. For example, offer a token gesture to the customer from your Service Recovery kit. A $5 coupon to get a snack can make a wait more tolerable. Remember, this is a token gesture to recognize the problems they have experienced. It is not a fair-fix.
- Track the incident by completing the on-line Service Recovery form AND the log in your Service Recovery kit.
Remember, service recovery is not a coupon. It is all of the behaviors and action steps above. Your efforts will enhance the experience of our patients/families and improve patient satisfaction at UW Health as a result!
WHEN TO USE SERVICE RECOVERY
It is important to use Service Recovery toolkit items appropriately. Patients/family members can actually become more upset if offered a gift card or coupon without utilizing the steps noted above, or if the issue is a significant problem requiring extensive investigation or follow up. Here are a few examples of the type of situations where it may be helpful to use Service Recovery gift cards/coupons:
- Excessive wait or postponement of appointment or other service
- Breakdown in communication
- Scheduling problem
- Equipment problem leading to a delay in service
- Insufficient or incomplete lab requests or lost specimens
- Canceled appointment or other service
Every patient care area and department, with direct patient interactions, has a designated Service Recovery contact person. If you have any questions, please consult with the designee in your area, your manager, or the Patient Relations Department at email@example.com or (608) 263-8009.
We want our patients to be satisfied with their experience at UW Health.
Service Recovery Form
Service Recovery Training Manual (UW Health)
Service Recovery Toolkit (UWHC)