1. MUSC Health Ambulatory Patient & Family Advisory Council January 22, 2014 Location: East Cooper

2. Agenda 1.Welcome and Lunch: Mikelyn McGinnis 2.Standard of Care Committee: Peggy Oakley 3.Ambulatory Service Recovery Program: Emily Hecht 4.Waiting Room Discussion: Nanci Balassone 5.Website: Becky Timpber 6.Closing Remarks and Next Steps: Mikelyn McGinnis

3. Standard of Care Committee GOAL: To have a consistent patient, physician, employee and visitor experience throughout the three outreach sites.

4. AIDET Acknowledge Introduce yourself Duration Explanation Thank you

5. Ambulatory Service Recovery Process used to recover dissatisfied patients by identifying the problem, fixing the contributing factors, and making amends for the failure in customer or clinical service. Desired outcomes: – Higher volume of patient retention – Stronger patient loyalty – Increased patient satisfaction

6. The Intervention Process 1.Apologize – Acknowledge and validate 2.Listen – Empathize and ask open questions 3.Fix – Both the problem and it’s contributors 4.Offer atonement* 5.Follow Up

7. Your Intervention How could your negative experience or complaint have been handled better? – What is important to you? – What did you appreciate about the response to your complaint? – Were there any interventions that you thought were ineffective ? – Was anything missing from your intervention?

8. Waiting Room Discussion

9. PFAC Website Website address: http://mcintranet.musc.edu/pfac Pictures Any other information you’d like to see?

10. Closing Remarks