Mistakes are part of human life and their consequences. Sometimes a simple mistake can have such a serious impact that can annihilate all good deeds. Especially in healthcare organizations where they have to deal with the people who are already in trouble, even a simple mistake can have serious consequences that can destroy years of reputation. In this sector, negative reviews can also be financially detrimental, as HCAHPS scores directly affect reimbursements. No matter how good hospital employees are, they will make mistakes. That is why hospitals need to have recovery plans to gain patients trust before they go home and reviews negatively. That is when healthcare service recovery comes handy.
What is service recovery in healthcare?
In general perspective, Service recovery is the process by which organizations respond to and recover from a bad customer experience. Since patients are the customers in healthcare organizations, healthcare service recovery can be described as the process of straightening the situation after something goes wrong with the patient experience.
Does healthcare service recovery really work?
Do you know about service recovery paradox? This is a situation in which customers place more importance on an organization after it has corrected a service problem, compared to the way they would consider it if a non-defective service had been provided. Everyone knows that mistakes are part of human life and that some are involuntarily committed. Thus, when an organization tries to correct its mistakes, the customer takes it positively. Imagine a situation in which a patient is not satisfied with a nurse service. In most cases, the patient will rate his/her experience poorly on the HCAHPS survey because of that. But what if the nurse or the hospital authorities apologize and offer compensation for the mistake they made? Will the patient still review relatively? In most cases, no. This gives them the feeling of being supported as promised and also feel that the hospital respects their organizational commitment. In addition, due to the Service Recovery Paradox, the patient will probably recommend the hospital to his/her relatives or friends.
Who is responsible for service recovery in healthcare?
Simply everyone. Healthcare industry is not like other industries. In this sector, lots of emotions and compassion are present on both sides (patient and hospital staff). So, whenever a patient is unhappy about something it is a responsibility for everyone to recover the situation. The days of referring complaints to customer service are over. So, every staff of a healthcare organization must be responsible and compassionate.
Best practices for service recovery every hospital should follow
1. Identify the problem as soon as possible
To initiate service recovery, you must first identify the problem. You can get it through patient surveys, direct patient complaints, employees, employees, social media messages, and more. If possible, use digital real-time patient feedback solution to identify the problem instantly.
2. Acknowledge that a problem has occurred
Apologize sincerely for the mistake. Make it a real apology, not a fake. "I'm sorry if you feel that way" type apology won't help if the problem is deep-rooted.
4. Take the responsibilities
Tell your patients that you are responsible for the mistake. Say it so that your patient feels supported for his cause.
5. Fix the problem
Solve the problem. Try to do it as the patient wants. Follow up with the patient to make sure everything is fine.
6. Provide assurance
Tell your patient that the problem has been resolved and will not occur again. This will help the hospital to regain the patient's trust.
7. Provide compensation
Provide compensation or offer a refund to the patient if the problem is serious. This reflects the fact that the hospital is true to their organizational promises.
Wambi is an employee quality management and recognition system, leveraging real-time patients feedback and visual analysis, which facilitates both positive reinforcements in the form of tangible rewards and real-time service recovery in case of negative feedback in HCAHPS survey. To know more visit homepage. You also can listen to the podcast of Alex Coren to get clear insights.