MARBLEHEAD, MA USA (PRWEB) November 17, 2005
Service recovery, or the way a medical facility reacts when something goes wrong, profoundly affects a patients’ overall healthcare experience, and ultimately their satisfaction with the hospital. With increased competition in all areas of healthcare, service recovery programs are becoming vital to capturing patient loyalty and improving patient satisfaction scores.
Just released, MAKING IT RIGHT: HEALTHCARE SERVICE RECOVERY TOOLS, TECHNIQUES, AND BEST PRACTICES is an indispensable service recovery guide made possible by a unique partnership between HCPro, Inc. and Press Ganey Associates. Users can rely on this authoritative resource to create, implement and maintain a service recovery program that achieves high patient satisfaction, profitable financial returns, regulatory compliance, and measurable results.
MAKING IT RIGHT draws on the expertise and experiences of Press Ganey consultants and clients. Press Ganey, the premier vendor of performance measurement and improvement in healthcare, has compiled a mountain of industry best practices and analyzed the best service recovery programs in the country. As a result, MAKING IT RIGHT uses real-life, world-class case studies to illustrate essential service recovery principles. Readers will benefit from examples of how other healthcare organizations have created successful programs to transform their organization from one that avoids complaints, to an organization that is empowered, patient-centered, and ready to handle service failures.
Along with an informative guide, MAKING IT RIGHT also includes a DVD containing video training clips for staff members. These clips depict realistic scenarios of typical patient complaints, as well as effective staff responses and solutions to these problems. Interactive evaluations, planning documents, do-it-yourself databases, and other important tools-of-the-trade are also located on the accompanying CD-ROM.
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ABOUT HCPRO, INC.
HCPro, Inc. (http://www.hcpro.com) meets the specialized information, advisory, and education needs of the healthcare industry by providing need-to-know management and regulatory information products in a variety of formats and media, including newsletters, books, videos, audio conferences and online courses. In addition, HCPro provides seminars and consulting through the Greeley Company division.
ABOUT PRESS GANEY ASSOCIATES
Founded in 1985, Press Ganey (http://www.pressganey.com) has conducted research in the healthcare field that has provided a scientific foundation for assessing patient satisfaction with the experience of care. Over the past 20 years, Press Ganey researchers have honed this research to arrive at an unrivaled system for measuring, benchmarking, and improving the satisfaction of patients, employees, and physicians. Today, Press Ganey has dozens of researchers and hundreds of consultants who collaborate not only to help our clients improve but also to ascertain best practices among our top improvers and high performers.
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