Service RecoveryService Recovery

Service ExcellenceMGH/MGPO Practice Improvement Division/ p

What we want for our patientsa e a o ou pa ie sWe always want our patients and their families to have a good experienceexperience

During routine healthcare gvisits, ongoing treatment or emergency visits.

Service Excellence

The Patient Experiencee a ie E pe ie ce

We all have E E A IOEXPECTATIONS

Service Excellence

The Patient Experience

We all have E E A IO Wh thi

e a ie E pe ie ce

EXPECTATIONS When things go right….

Service Excellence

The Patient Experience

We all have E E A IO

e a ie E pe ie ce

EXPECTATIONS

When things go d l fwrong and are left 

unresolved…

Service Excellence

The Patient Experience

When E E A IO

e a ie E pe ie ce

EXPECTATIONS are resolved

I ’ ll dIt’s called

RECOVERYService Excellence

The Patient Experiencee a ie E pe ie e

When things go wrong weownWhen things go wrong, we ownmaking things right.

It’s about how weIt s about how we RESPOND & RECOVERthat makes the difference!

Service Excellence

Let’s look at some examples of  why things go wrong…go wrong….

Practice Side: Patient Side:Practice Side: Patient Side:

Severe wait times Arriving late 

Appointments changed or 

canceled

Unrealistic expectations

Stresscanceled 

Not returning calls  or 

lli b k i ti

Stress

Emotionally reactivecalling back in time

Stress

Service Excellence

They frustrated me but when I told “They frustrated me, but when I told them, their response was impressive. They cared, they gave me alternatives they acted and me alternatives, they acted, and they kept their promises. What

ld I t?more could I expect?

”

What is Service Recovery?What is Service Recovery?

“Patient complaints are inevitable and are a gift – theyPatient complaints are inevitable and are a gift  they give us a second chance to make things right.”

1. Chance to rectify our mistake2. Chance to improve patient’s perception of our care3. Opportunity to earn more loyalty than if the mistake 

never happened!

Service Excellence

Then, we respond:Service Recovery Steps – “L.E.A.D.”e i e e o e y ep E A

L = LISTENListen to the patient; try to understand problem

E = EMPATHIZEE   EMPATHIZE

A APOLOGIZE

Notice and acknowledge their feelings

A = APOLOGIZEApologize for the error without placing blame

D = DO THE RIGHT THINGAsk how you can help and offer a solution

Service Excellence

y p

L = LISTEN

Defuse the situation with active listening. Establish eye contact Establish eye contact Use silence to let them vent Use key words:y “I hear you saying…” “I can hear you are frustrated…”

R t h t th id Repeat what they said Ask open‐ended questions

Control your responsesy p Breathe deeply Lower your voiceS k l l d l l

Service Excellence

Speak slowly and clearly

E = EMPATHIZE

Notice and acknowledge their feelingsfeelings

Make the patient/family b f l l d f hmember feel valued from the 

start and establish the impression that you are there 

h lto help Use key words:

“I can understand whyI can understand why you are upset…”

Service Excellence

A = APOLOGIZE

Apologize for the inconvenience on behalf of the hospital (Blameless Apology)(Blameless Apology). “I apologize for the wait.  I realize that waiting is inconvenient. I will keep you informed. Is there p yanything I can do to make you more comfortable?”

“I apologize for the noise in the hallways; I understand why it startled you ”understand why it startled you.

“I’m sorry there was some confusion about who you were scheduled to see today.”

Service Excellence

The “Blameless” Apology…

Does not assign blame to anyone or any department. 

Does not blame the patient or family even if they made a mistake.a mistake.

As a representative of MGH, saying “I am sorry this happened to you.”

A i k l d t t th t f th tiA sincere acknowledgement sets the stage for the entire patient experience by creating a positive rapport. 

You are the MGH!Service Excellence

You are the MGH!

Apologizing Tips

Apologize no matter what the situation.  An apology is not about guilt, it’s about not meeting expectationsnot about guilt, it s about not meeting expectations.

Apologize even if you didn’t cause the problem.

An apology conveys your concern, which is what the patient wants to hear.

h f h bl h hDon’t shift the blame to the customer, another employee or department.

Al I’ ’Always say I’m sorry not we’re sorry.

You’re heart needs to be engaged. An apology cannot be d S it lik it

Service Excellence

a canned response. Say it like you mean it.

D = DO THE RIGHT THING

Solve the problem quickly if possible

Offer options if possible and ask the patient how they 

would like the problem resolvedwould like the problem resolved

If you cannot solve, connect to those that can 

Most people just want a “fair fix”

Service Excellence

Whose Job is Service Recovery?

Service Excellence

Whose Job is Service Recovery?

Everybody!  ALWAYS!

We are all Stewards of theWe are all Stewards of theMGH Reputationp

Service Excellence

Recap Service Recovery Goals

“Guided by the needs of our patients and their families…”

Support a culture of service at MGH. Restore patient and family trust despite aRestore patient and family trust despite a service breakdown.P t t t ti d ll b i Protect our reputation and well being.

Service Excellence