Making It Right Training Tools: Successful Service Recovery

What happens when a service fails? If the provider does not resolve the situation, deep dissatisfaction ensues and the potential for litigation escalates. If the provider makes amends and exceeds expectations, patient loyalty is captured and satisfaction increases.Take advantage of service recovery opportunities and learn through "right way/wrong way scenarios"

Patient satisfaction strongly influences healthcare quality, loyalty, nurse retention, employee satisfaction, reputation, and malpra...