The Secrets of Successful Service Recovery in Healthcare
Overview
According to many studies, as high as 96% of unhappy patients will share their poor experience with a minimum of nine or 10 others.
Forbes Magazine in a recent publication identified the huge impact service failure has on income loss in healthcare. Loss of one unhappy patient could result around $200,000 revenue loss over one practice’s lifetime.
Mastering service recovery in healthcare is a priority to ensure build patient trust and loyalty, control any loss in revenue, and maintain organizational reputation and competitive edge.
This Activity for
- Other health care provider
- Respiratory Therapy
- Psychology
- Podiatry
- Physiotherapy
- Optometry
- Clinical Nutrition
- Nursing and Midwifery
- Dentistry and Related Specialties
- Resident / Fellow
- Physician
- Pharmacy
- Occupational Therapy
- Clinical Laboratory Sciences
- Non Health Care Provider
- Healthcare & Hospital Administration
- Health Education
- Health Informatics
- Speech-Language Pathology
- Public and Community Health
- Clinical Pharmacy
- Medical Education
- Emergency Medical Services
- Radiological Technology
- Audiology
- Medical Technology
- Social Service
- Sociology
- Cardiac Perfusion
- Technicians and Health Assistants
- Dental Technology and Assistants
- Educational Institution
What I will learn?
At the end of this course learners will be able to :
1. Recognize the dynamics of patient’s complaints, grievance, and service recovery.
2. Discuss how customers respond to service failures & their expectations following complaints.
3. Discuss the basic principles and framework of service recovery applied to healthcare
4. Illustrate how to contain complaints in their early stages and regain the patients' loyalty.
5. Practice the staff training approaches for mastering service recovery.
About Organizer
- Virtual Medical Academy
Additional items to the activity
| Optional Details | Type | Fee |
|---|---|---|
| The Secrets of Successful Service Recovery in Healthcare Certificate | Certificate | Free |