1 UMHC Service Excellence Cascade Learning Packet Developed by: Patient Satisfaction Service Excellence Team June 2005 People Financial Quality Growth Community Responding to Concerns & Complaints: I CARE

6/03 University of Missouri Health Care 2 Service Excellence Service recovery means taking immediate responsive action to an issue or concern at the time it happens, before it escalates into a bigger issue.  Identify service breakdown problems  Utilize complaint information to make organizational improvements  Respond to complaints in a manner that creates customer loyalty What happens when we do not do service recovery?  Patients walk away and choose healthcare somewhere else.  Patients say something to others about their negative experience

6/03 University of Missouri Health Care 3 Patients’ Perspective #1 Patient Satisfaction Concern  Perception that we are not responding to concerns and complaints Basic Elements of Response to Concerns & Complaints  Acknowledge the incident  Listen  Empathize/Apologize – without blame  Correct the situation  Follow Up So how do we at UMHC ensure satisfaction when there is an issue? I CARE

6/03 University of Missouri Health Care 4 Demonstrate the Behaviors I CARE : we all care, but how do we show that to all involved. Interest Concern Apologize Respond Educate

6/03 University of Missouri Health Care 5 Key Words & Key Actions Interest: Acknowledge & Listen Behaviors Stop Make eye contact Use the persons name

6/03 University of Missouri Health Care 6 Key Words & Key Actions Concern/Complaint: Identify and confirm Behaviors Actively Listen Determine the concern/complaint Repeat the concern/complaint back

6/03 University of Missouri Health Care 7 Key Words & Key Actions Apologize: Say the words ‘I am sorry” Apologize for the inconvenience/issue Behaviors “I am sorry that this has happened.” “I can understand your concerns.” “I am glad you are bringing this to my attention.” “I appreciate knowing about this.”

6/03 University of Missouri Health Care 8 Key Words & Key Actions Respond: Step up and make it right Behaviors “Now that I understand your concern, this is what I plan to do to help and I will get back to you.” Explain that you are going to work on the issue or go to the appropriate person Ensure that the patient/guest/co-worker knows you are doing something Fix the concern or contact the appropriate person

6/03 University of Missouri Health Care 9 Key Words & Key Actions Educate/Explain: Nobody knows unless you tell them Behaviors Contact patient/guest/co-worker again and communicate the actions you took Ask if the problem has been solved "Is there anything else we can do for you? I have some time.” Educate staff about what you did, and how to prevent future problem.

6/03 University of Missouri Health Care 10 Notes & Challenges Do not promise something you can not deliver Make sure to find the ‘real’ issues… Listen & Repeat Do not take the complaint/concern personally Do not make half-hearted apologies Phrases to Avoid It is not my job I can’t help with that It never mattered to other people Yes, she is always like that