Making it right: Healthcare service Recovery Tools, Techniques, and Best Practices / Edition 1

Paperback (Print)
Used and New from Other Sellers
Used and New from Other Sellers
from $43.20
Usually ships in 1-2 business days
(Save 78%)
Other sellers (Paperback)
  • All (2) from $43.20   
  • New (1) from $118.69   
  • Used (1) from $43.20   


HCPro and Press Ganey are proud to introduce Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices. It is a unique and authoritative resource and training tool to increase patient satisfaction . . . and improve your bottom line.

What do you do when healthcare service fails?

How should you react when a patient complains or expresses concern?

It's one thing to make a mistake. It's another to add insult to injury by neglecting to address the problem, or by responding inappropriately.

In fact, the way your organization reacts when something goes wrong profoundly affects your patients' overall healthcare experience, and ultimately their satisfaction with your facility.

The success of any healthcare facility depends on an effective service recovery system.

Failure to resolve a patient's problem—whether real or perceived—or to make amends will result in an unhappy patient—and a possible lawsuit.

Fortunately, it is possible to mitigate the impact of flawed healthcare service. By exceeding expectations in the way you address the situation, you can re-capture the loyalty of a wronged patient, and send your patient satisfaction scores through the roof.

The definitive service recovery guide

Introducing Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices, an indispensable service recovery guide made possible by a unique partnership between HCPro and Press Ganey. Rely on this dependable, authoritative resource to create, implement and maintain a service recovery program that achieves:

  • high patient satisfaction
  • profitable financial returns
  • regulatory compliance
  • measurable results

This must-have guide uses valuable real-life, world-class case studies to illustrate essential service recovery principles. Readers will benefit from these compelling examples of how other healthcare organizations have created successful programs to enhance their service recovery and improve patient satisfaction.

From Press Ganey—the thought leaders in patient satisfaction

Making it Rightdraws on the expertise and experiences of Press Ganey Consultants and clients. Press Ganey, the premier vendor of performance measurement and improvement in healthcare, has compiled a mountain of industry best practices and analyzed the best service recovery programs in the country.

You'll benefit from this insider information, as Press Ganey Consultants take you step-by-step through the process of creating an effective service recovery program. With Making it Right, you'll have the tools and information you need to transform your organization from one that avoids complaints, to an organization that is empowered, patient-centered, and ready to handle service failures.

Innovative multimedia makes staff training a pleasure

Along with your informative guide, you'll also receive a DVD full of training clips for your staff. These clips depict realistic scenarios of typical patient complaints, as well as effective staff responses and solutions to these problems. You'll also find interactive evaluations, planning documents, do-it-yourself databases, and other important tools-of-the-trade conveniently located on the accompanying CD-ROM.

Order your copy today!

With Making it Right you'll not only increase your patient satisfaction scores and encourage positive word of mouth, you'll also improve your organization's bottom line.

About Press Ganey:

Press Ganey is the healthcare industry's largest independent vendor of satisfaction measurement and improvement services. They specialize in producing tested and reliable satisfaction surveys, comprehensive management reports, and national comparative databases to monitor customer (patient, resident and employee) satisfaction in healthcare delivery systems. Press Ganey—founded in 1985 and headquartered in South Bend, Indiana—serves approximately 6,000 health care facilities, which includes 1,454 hospitals or more than 30% of the total acute care market.

Read More Show Less

Product Details

  • ISBN-13: 9781578397242
  • Publisher: HCPro, Inc
  • Publication date: 3/1/2006
  • Series: The Press Ganey Ser.
  • Edition number: 1
  • Pages: 202
  • Sales rank: 1,253,863
  • Product dimensions: 8.50 (w) x 10.70 (h) x 0.50 (d)

Table of Contents

Part I: Introduction  
Chapter 1: The healthcare landscape
Chapter 2: Introducing service recovery
Part II: Philosophy  
Chapter 3: Regulations and standards governing complaints
Part III. Process
Chapter 4: Beyond regulatory compliance: A service excellence strategy
Chapter 5: Culture: Getting everyone to walk the path to service excellence
Chapter 6: Ten organization building blocks
Chapter 7: The six A's of successful service recovery encounters
Part IV. Programs  
Chapter 8: Best programs, best practices
Part V. Appendices  
Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star


4 Star


3 Star


2 Star


1 Star


Your Rating:

Your Name: Create a Pen Name or

Barnes & Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation


  • - By submitting a review, you grant to Barnes & and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Terms of Use.
  • - Barnes & reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)