Making It Right Training Tools

What happens when a service fails? If the provider does not resolve the situation, deep dissatisfaction ensues and the potential for litigation escalates. If the provider makes amends and exceeds expectations, patient loyalty is captured and satisfaction increases.Take advantage of service recovery opportunities and learn through "right way/wrong way scenarios"

Patient satisfaction strongly influences healthcare quality, loyalty, nurse retention, employee satisfaction, reputation, and malpractice risk. That's why HCPro and Press Ganey teamed up to bring you Making It Right Training Tools: Successful Service Recovery, the tools to teach staff how to act in a successful service recovery encounter.

Who should have this valuable kit?

• directors of patient satisfaction
• directors of quality
• risk managers
• directors of nursing and clinical services
• directors of staff development/education and training.

This kit includes 25 copies of Making It Right Training Handbook: Successful Service Recovery, the handbook that reinforces the benefits of a total service recovery approach, and provides scripting language for successful service recovery encounters. You'll also love the case scenarios and final quiz that make this package a must-have!

But that's not all, you also get a pack of 25 laminate cards, Making It Right Training Reminder Card: Successful Service Recovery. These laminated cards capture the acronym “HEART" (Hear Empathize Apologize Respond Thank), and contain a reminder for staff to remember the all important last question of any encounter, “Is there anything else I can do for you?”

Start building staff confidence in dealing with dissatisfied patients today. And remember, happy patients lead to a successful staff and a profitable facility!