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UWHC,

Patient Services,

Departments & Programs,Programs and Initiatives

UW Health Service Recovery

UW Health Service Recovery - Departments & Programs, Programs and Initiatives

Focus

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 

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: 

QUESTIONS? 

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 patientrelations@uwhealth.org or (608) 263-8009.

We want our patients to be satisfied with their experience at UW Health.

Resources

Service Recovery Form

Service Recovery Training Manual (UW Health)

Service Recovery Toolkit (UWHC)

Related

Patient Relations