Main Pillars of Service Recovery in Healthcare

by Quality Reviews Real Time Patient Feedback in Minutes ...Not Month

The process of recovering the unhappy customer or patients by identifying and addressing the problem and apologies for a failure in customer or hospital service is known as service recovery.

The five key pillars of service recovery, as outlined by leading consumer brands, are as follows:

Practice active listening: Being able to summarize a patient's words, sympathize with the situation, and ask appropriate questions are all examples of active listening. This habit demonstrates that you care about what they have to say.
Offer a sincere apology: Make it clear what you are sorry about and what could have been done better. That way, the patient knows you have figured out what is bothering them.
Brainstorm solutions: To help the patient, you should provide them with ideas for how you will address their staff complaints. They are more inclined to give you another chance if they leave the call knowing you have a solid plan to improve.
Follow through with your offer: To re-establish trust, it is critical to keep your word to your patient. When this patient returns, they will expect you to take care of their problem.

Keep it professional:
Define the appropriate talk track or script to use in various situations. With the right plan, you will be able to portray confidence and professionalism every step of the way.