Page 11 - 2020 ARE eGuide for Clinical at Nonhospital Sites

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

Three (3) Levels of Service Recovery ACT Model (Actions for a Mild Situation)

There are three (3) levels of issues for service recovery 1. Apologize for not meeting the customer’s
that occur that need to be addressed and resolved: expectations.
2. Correct the service issue.
1. Mild
2. Moderate 3. Take Corrective action by assuring proper follow
3. Severe through to prevent a recurrence.
• Apologize again and thank the customer
Recommendation: Match the action to the issue, such
as placing the apology card on a replacement tray. for the feedback.
• When appropriate, you may deliver a pre-
All service recovery issues require follow-up. Make sure printed, signed apology card to patient or
the patient appears satisfied with the care received. family member.