Making It Right: Healthcare Service Recovery Tools, Techniques, And Best Practices (Book with CD-ROM)

by Clark, Paul Alexander

• ISBN13: 9781578397242
• ISBN10: 1578397243
• Edition: 1st
• Format: Paperback
• Copyright: 2005-11-01
• Publisher: Hcpro Inc

Summary

Provides the tools and information necessary to transform an organization from one that avoids complaints, to an organization that is empowered, patient-centered, and ready to handle service failures. Softcover.

Table of Contents

About Press Ganey	v
About the editors	vii
Chapter authors	ix
Dedication	x
Foreword	xi
Part I: Introduction	1	(18)
The healthcare landscape	3	(10)
Paying for quality	3	(2)
The intersection between clinical and service quality	5	(1)
What's in a name?: Are they patients or customers?	5	(3)
The mission	8	(4)
Endnotes	12	(1)
Introducing service recovery	13	(6)
The overworked nurse and challenging patient	13	(1)
What is service recovery?	14	(5)
Part II: Philosophy	19	(12)
Regulations and standards governing complaints	21	(10)
Introduction	21	(3)
Baseline responsibilities for a formal grievance process	24	(6)
Endnotes	30	(1)
Part III. Process	31	(82)
Beyond regulatory compliance: A service excellence strategy to enhance employee, patient, and physician loyalty	33	(20)
The 1996 national review: Best practices for resolving customer complaints	34	(1)
Customer orientation: A necessary shared value	34	(5)
Convincing the decision-makers: What is the return-on-investment?	39	(11)
Is your organization ready?	50	(1)
Endnotes	50	(3)
Culture: Getting everyone to walk the path to service excellence	53	(8)
Leadership support: What's important gets talked about and done	55	(1)
The Centegra Health System experience	56	(2)
Measure employee and physician satisfaction	58	(1)
Case study: How one hospital did it	59	(1)
Endnote	60	(1)
Ten organization building blocks for a successful service recovery program	61	(32)
Block 1: Understanding customer expectations	62	(2)
Block 2: Effective communication	64	(8)
Block 3: Awareness	72	(8)
Block 4: Leadership	80	(1)
Block 5: Empowerment	81	(3)
Block 6: Accountability	84	(2)
Block 7: Reliability	86	(1)
Block 8: Teamwork	87	(1)
Block 9: Attitude	87	(1)
Block 10: Recognition	88	(1)
The management implications of service recovery	89	(1)
Endnotes	90	(3)
The six A's of successful service recovery encounters	93	(20)
Awareness	93	(1)
Acknowledgement	94	(1)
Apology	95	(4)
Active listening	99	(2)
Action, amendment, atonement	101	(1)
Avoiding	102	(3)
Case study: How one hospital did it	105	(6)
Endnote	111	(2)
Part IV. Programs	113	(32)
Best programs, best practices	115	(30)
Empower employees	115	(1)
Gather the team	116	(4)
Set a theme	120	(3)
Introduce the program to your staff	123	(1)
Educate and train	124	(8)
Create a toolkit	132	(3)
Provide scripting	135	(7)
Reward and recognize	142	(1)
Track and trend	143	(1)
Conclusion	143	(1)
Endnote	144	(1)
Part V. Appendices	145
Appendix A: Centers for Medicaid & Medicare Services Conditions of Participation interpretative guidelines	147
Appendix B: Malcolm Baldrige National Quality Award criteria relevant to satisfaction and service recovery	155
Appendix C: Sample brochure	159
Appendix D: Complaint rates reported in peer-reviewed studies	161
Appendix E: Customer service standards: Examples from high-performers and top improvers	163
Appendix F: Description of the five types of rounding	181
Appendix G: Tools for rounding	197