1. Immediate Service Recovery The Toolkit Concept Presented by:

2. What is immediate service recovery?  It is going the extra mile to resolve a customer’s complaint (something that can be resolved almost immediately and involves no other departments or nursing quality of care issues (in a nutshell - an inconvenience or service breakdown).  However; sometimes, a little extra “kindness” is needed to go along with an apology.  This kindness helps repair the fact that there was a service breakdown.

3. Why is immediate service recovery important?  Resolves complaints  Rebuilds trust  Rights most of the perceived wrongs  Returns the customer to a state of satisfaction with the institution SGMC polled 12 Georgia hospitals using service recovery programs. All thought the money was well spent, and when used with a sincere apology, the programs were effective.

4. What will the immediate service recovery initiative include?  A toolkit with Immediate Service Recovery vouchers  A job aid to help staff determine if a situation is appropriate for ISR.  A flow chart of the process  A tracking sheet to log who is getting a voucher and the reason.

5. How will “the toolkit” work?  The toolkit will be used for complaints only. All grievances will be handled by Patient Relations as required by law.  Service recovery vouchers will be offered, with a sincere apology for service breakdowns – long wait times, schedule disruptions, construction inconveniences, etc. that progress to a level where a supervisor or manager becomes involved.

6. How? continued  Department leadership will need to educate staff on ISR. Any employee (frontline or supervisory) may award a service recovery voucher; however, the manager or supervisor must get the voucher & log its use.  Toolkits will contain immediate service recovery vouchers in $5 & $10 values. Vouchers can be used in the SOL, Cafeteria, or Golden Galleria. The manager and employee will decide the value of the voucher.

7. How? continued  It is suggested that a script, similar to this be used when presenting the voucher: Mrs. Smith, I’m so sorry you there was confusion surrounding the appointment time for your CAT scan. For you taking the time to bring this to my attention, I’d like to give you a voucher for a free meal in our cafeteria or maybe you would prefer to go by our gift shop and buy some magazines to look at while you wait. We are terribly sorry for the inconvenience we have caused you. It will probably be another 20 minutes before we start your test.

8. Why does SGMC need a formalized immediate service recovery program? Service recovery has been done, hit or miss, for years.  Having an organized approach with a job aid and a toolkit will standardize the service recovery process. FACT: Ninety-five percent of patients who experience an effective service recovery program become loyal patients of the facility.

9. Program Benefits The program hopes to educate and empower employees to go the extra mile to satisfy our customers.  Keep our current customers and attract new ones.

10. We Seek Your Support  We have identified 4 departments to pilot the program.  We would like to go house-wide Oct. 1  Tracking sheets will be turned in to Patient Relations and reviewed quarterly. Trends will be noted.

11. Questions or Comments  We appreciate your time and support!