The Secrets of Successful Service Recovery in Healthcare

Introduction

Take This Course

According to many studies, as high as 96% of unhappy patients will share their poor experience with a minimum of nine or 10 others.
Forbes Magazine in a recent publication identified the huge impact service failure has on income loss in healthcare. Loss of one unhappy patient could result around $200,000 revenue loss over one practice’s lifetime.
Mastering service recovery in healthcare is a priority to ensure build patient trust and loyalty, control any loss in revenue, and maintain organizational reputation and competitive edge.

Objectives

At the end of this course learners will be able to :
1. Recognize the dynamics of patient’s complaints, grievance, and service recovery.
2. Discuss how customers respond to service failures & their expectations following complaints.
3. Discuss the basic principles and framework of service recovery applied to healthcare
4. Illustrate how to contain complaints in their early stages and regain the patients' loyalty.
5. Practice the staff training approaches for mastering service recovery.

Speaker

Dr. Rana Abdel Malak

PhD, CPXP, CGNC, NEA-BC, FAAPM | Executive Healthcare Consultant | Surveyor| Faculty Member
Lebanese American University | Global Health Accreditation | American Nurses Credentialing Center | Partners & Beyond
Health Education