Page 11 - 2020 ARE eGuide for Clinical at Bethesda

Responding to Service Breakdowns

• It's the ability to turn a situation around after
something has gone wrong
• It's the ability to actively listen and empathize with
patients, families, and co-workers
• It builds trust with patients, families, and co-
workers
• It enhances the patient and family experience
• It helps to avoid future issues

ACT Model (Actions for a Mild Situation)
1. Apologize for not meeting the customer’s expectations.
2. Correct the service issue.
3. Take Corrective action by assuring proper follow through
to prevent a recurrence.