Service Recovery

Introduction to Service Recovery• Unhappy customers are a fact of life.• Our customers may be patients,

patients’ family members, visitors, other staff, or physicians.

• How we respond to unhappy customers can make or break the hospital-customer relationship. Service Recovery is our opportunity to “turn around” and acknowledge the customer’s feelings.

• Following are 10 things you can do to salvage the relationship and make things right.

1.Assume the customer has the right to be angry

• The most common initial response to a complaint is to judge the merit of the complaint while you’re listening to it. Avoid falling into this trap. Start with the assumption that the customer has a right to be upset.

2.Listen to emotion without emotion

• Listening to the emotion behind the words of the complaint will help you identify what truly needs to be addressed in the complaint.

• At the very least acknowledge the emotional distress of the customer, even if you can’t do anything else to relieve it.

• Acknowledge that there is a problem—validation goes a long way with an upset customer.

• Don’t respond with your emotion, even if the customer’s language is attacking and seems directed at you personally. Likely, it isn’t really about you.

3.Be patient

• Don’t interrupt.• Let the customer talk until they’re done.• Realize that they may run out of steam

momentarily, but start again. Be patient again.

I’m upset about…

4.Speak softly

• If you speak softly, the customer will be forced to become quieter to hear you.

• Speaking softly sets a calm, non-confrontational tone for the interaction that may helpthe customer become calmer.

5.Reiterate

• After the customer has “run out of gas” and will allow you to speak, repeat back to him/her what you understood the problem(s) to be.

• This allows you to be sure you will be focusing on the correct issue(s) for the customer.

• Ask the customer to confirm what you have restated to them. Write the issue(s) down.

6.Own the problem

• It doesn’t matter who caused the problem or who failed to fix it before the customer got to you.

• Let them know you will “own” the problem now.

• Then use your knowledge of IVCH’s policies, staff and processes to resolve the customer’s issue. IVCH

Policies

7.Place the customer first, problem second

• There are really 2 issues in most complaints—1)the technical or procedural problem and 2)the personal distress it causes the customer.

• Acknowledge #2 first, then fix #1• The “Blameless Apology” approach often

works well. “I’m so sorry you’re having this problem.” It doesn’t blame anyone, but it acknowledges the customer’s distress. Nothing soothes faster than, “I apologize.”

8.Triage

• Attempt to get to the root cause of the problem. This may require getting more information from your customer, but it can also help prevent the same problem from occurring again.

• Empathize. Letting the customer know you understand how they feel is important. For example, “That must have been frustrating for you.”

9.Correct the issue/Compensate• Correct the issue for the current customer. Look at

the complaint as an opportunity to improve and to assess the need for policy or process changes.

• Take measures to prevent it from happening again.• Compensate—make it right for the customer. Ask

“What can I do to help?”• Offer Service Recovery items if you feel it’s

appropriate. Options are: IVCH Bucks, meal passes, blanket, visit or phone call from a departmental leader.

• Involve staff needed to help resolve the issue. Refer to supervisor or other departments as appropriate.

10.Follow up/follow through• If possible follow up with the customer to ensure

the problem was resolved and to communicate measures taken to prevent recurrence and your concern for the customer.

• If the problem is handled at the department level by staff directly involved, it is considered a “complaint” and does not escalate to a “grievance.” Involve the Patient Representative (and submit an online Patient Complaint form) if unable to handle the problem at the departmental level.

• Thank the customer for bringing this to our attention.

Definition of a “grievance”

• a complaint that cannot be resolved at the time of the complaint by staff present• a complaint that is postponed for later resolution• a complaint that is referred to other staff for later resolution• a complaint that requires investigation• a complaint that requires further actions for resolution. • if a complainant requests that their complaint be handled as a formal complaint or grievance• if a complainant requests a response from the hospital• a written complaint--this includes letters, emails, faxes, and comments written on, or

attached to, a patient survey• A written complaint regarding billing is not considered a grievance unless quality of care

issues are alleged; or it is a Medicare beneficiary billing complaint related to rights and limitations provided by 42CFR489

• A verbal or telephone complaint may be considered a grievance if it cannot be solved promptly by staff present; or if it involves quality of care issues, an allegation of patient harm, abuse or neglect, or failure of the hospital to comply with regulatory requirements

IVCH Policy

• IVCH has a policy outlining how to handle customer complaints.

• The policy is available in Knowledge Tree.• It’s called “Customer Complaints/Grievances”

IVCH Policy Book

Some phrases that help in the moment…

• How can I help you?• Thanks so much for your patience and cooperation.• Sir, could you please explain the situation so I can help you

resolve this?• I’m so sorry to hear that…I don’t blame you for being

frustrated.• Let’s work together to resolve this.• I can see why you feel that way.• I see what you mean.• That must be upsetting.• I understand how frustrating this must be for you, and I really

appreciate your patience.

A.C.T.

• This is a simple pneumonic to help you remember the 10 steps of service recovery in an abbreviated format.

Acknowledge and apologizeCorrect, compensateTake forward, trend, and thank

More about A.C.T.

• ACTions speak louder than words.• Learn how to take ACTion!• ACT fast!• ACTion before reaction.

A.C.T.

Wise words about Service Recovery

“It’s not the issue that’s the issue. It’s the way the issue is handled that becomes the issue.” Iyanla Vanzant, Author

Quiz• 1. Our customers include:

a. Patientsb. Visitorsc. Other staffd. Physicianse. All of the above

2. TRUE or FALSE Don’t bother listening to a complaining customer whose complaint isn’t justified (in your opinion.)

3. TRUE or FALSE It’s important to interrupt complaining customers frequently to ensure that you understand what they’re saying.

4. Speaking _________sets a calm, non-confrontational tone for a staff-customer interaction.a. Firmlyb. Loudlyc. Softlyd. Condescendingly

5. TRUE or FALSE If you didn’t cause the problem, there’s no need for you to waste time fixing it.

6. The “Blameless Apology”:a. Blames no oneb. Acknowledges the customer’s distressc. Can diffuse an angry customerd. All of the above

7. If you feel service recovery items are indicated to compensate a patient/visitor for their complaint, options include:a. IVCH Bucksb. Cash from your walletc. A visit or phone call from the department leaderd. A meal pass to the IVCH Cafeteriae. All of the above except b

Quiz, cont’d.• 8. TRUE or FALSE You must fill out an online Patient Complaint form for every complaint you handle.

9. Which of the following is NOT a formal grievance?a. A complaint that is resolved at the time of the complaint by the staff that’s present.b. A complaint that is referred to other staff or requires further actions for resolution.c. A written complaint letter attached to a patient survey.d. A complaint that requires investigation.

10. Which of the following are components of A.C.T., the abbreviated service recovery pneumonic?a. Acknowledgeb. Apologizec. Correctd. Compensatee. Take forwardf. Trendg. Thankh. All of the above