Service Recovery: Everyone s Responsibility

Transcription

1 Service Recovery: Everyone s Responsibility Carol Santalucia, MBA Vice President CHAMPS Patient Experience Toronto Boston Adelaide London

2 About the Webinar Series Free webinars hosted approximately every month Delivered by RL Solutions business partners, clients and industry experts in healthcare Webinars provide info on the hottest and most important topics in healthcare Aim is to connect you with trusted resources who can help with current initiatives Send webinar ideas to

3 Before We Begin Webinar is scheduled for 60 minutes There will be time for Q & A at the end Ask questions using the chat box For more info, visit

4 Today s Expert Carol Santalucia, MBA Actively involved in various areas of the patient experience for 30+ years Vice President of CHAMPS Patient Experience, a collaboration between The Center for Health Affairs business affiliate CHAMPS Healthcare and the Santalucia Group President-Elect of Society for Healthcare Consumer Advocacy (SHCA) and previously served as president in 2002

5 Service Recovery: Everyone s Responsibility Carol Santalucia, MBA Vice President CHAMPS Patient Experience

6 Carol Santalucia, MBA 30 years experience and expertise in the healthcare industry Developed the Respond with H.E.A.R.T. Model at Cleveland Clinic Vice President for CHAMPS Patient Experience/Santalucia Group President-Elect, SHCA

7 CHAMPS Patient Experience Creating a Patient- Centered Culture Improving the Patient Experience as Measured by CAHPS Surveys Developing an Implementing a Patient Navigation Program Providing Opportunities to Share Best Practices Infrastructure Enhancement and Development Service Training and Education Strategies and Advocacy Peer Networking and Collaboration Leadership and Management Development Service Recovery Programs ROI Reporting Patient-focused Keynote Presentations

8 Topics What is service recovery? The importance of service recovery Components of successful service recovery programs

9 What is Service Recovery? Service Recovery is making right what went wrong. Leonard Berry, 1995

10 The Importance of Service Recovery

11 Self Reflection: Think about a time when you did not receive the service that you expected. How did you feel? What were your impressions of the organization that disappointed you?

12 The Importance of Service Recovery Front-line Staff Hear Complaints 65% of complaining customers complain to front-line staff* Decrease Patient/Family Complaints Point-of-service issue resolution results in a decrease in complaints Improve Patient Experience Patients have a better experience when issues are addressed before they leave

13 Costs of a Dissatisfied Patient Hard Costs Patient 1 Assumed Revenue $12,500 Assumed Average Number of Hospitalizations x5 Total Hard Costs $62,500 Soft Costs Dissatisfied Patient 1 Additional Patient (same significant complaints) +6 7 Total Hard Costs $62,500 Total Soft Costs Total Cost of a Dissatisfied Patient x16 $1,000,000 Word-of-mouth x9 63 Assuming 25% Level of Influence x.25 Total Soft Costs 16

14 Service Recovery Index Customer Loyalty Customer with service failure and successful recovery Customer without service failure Service Failure Service Recovery Time The Service Recovery Index, AboutFace

15 Components of Successful Service Recovery Programs

16 Empowered employees who address concerns at point-ofservice Effective communication model Alignment with other processes Culture that embraces complaints Service Recovery Program Strong sustainability plan

17 Patient Complaints are a Gift

18 (Un)Empowered Employees Employee receives issue, concern or complaint Employee refers to patient advocate or manager Patient advocate or manager resolves the issue

19 (Un)Empowered Employees Employee feels powerless Diminishes the employee s role as caregiver Reinforces That s not my job mentality Patients may lose confidence in employees (and the organization) Employee may be perceived as part of the problem May take longer than necessary to solve problems

20 Empowered Employees Maximizes the role of the caregiver Employees feel trusted, valued and more engaged Patients have more confidence in organization Problems can be fixed faster

21 Effective Communication Model How would you respond? Wizard of Id, Parker and Hart

22 Effective Communication Model Connect Service Recovery Communication Model Apologize Resolve Express Gratitude

23 Service Recovery Model - C.A.R.E. TM Connect The Practice of Presence: Give undivided, respectful attention Acknowledging Feelings: Identify emotions Reflect back emotions with a statement Apologize The Blameless Apology: Express regret without accepting responsibility or blaming others

24 Service Recovery Model - C.A.R.E. TM Resolve Explaining Positive Intent: Tell the person how what you are doing benefits him or her Do what you can to address the issue or fix the problem Express Gratitude The Gift of Positive Regard: Thanks Appreciation A compliment

25 Putting it All Together Connect The Practice of Presence: Give undivided, respectful attention Acknowledging Feelings: I can only imagine how frustrated you must be right now. Apologize The Blameless Apology: I apologize that you had to wait so long. Resolve Explaining Positive Intent: I will check with the nurse right now for you to see how much longer it will be. Express Gratitude The Gift of Positive Regard: Thank you for bringing this to my attention.

26 C.A.R.E. : Benefits to Employees Helps maintain confidence, composure and professionalism in challenging situations Encourages all employees to address patient concerns/issues Teaches employees to convey compassion Enables all employees to positively impact the patient experience

27 Alignment with Other Processes Grievance Process New Employee Orientation Service Recovery Performance Evaluations Process Improvement Efforts Other Service Excellence Initiatives

28 Sustaining Service Recovery Coach with C.A.R.E. Identify employees who embody service recovery principles Train to give feedback and support Use as service recovery champions Provide opportunities for networking and additional skill-building

29 Customer service is not a department, it s everyone s responsibility. Anonymous

30 Questions?

31 Join Us!

32 Thank You Carol Santalucia, MBA Vice President CHAMPS Patient Experience

33 Question & Answer Please type your questions in the Q&A box

34 Thank you! For more info please us at Slides and presentation will be available for download at under Resource Library