{"product_id":"9781578398188","title":"Making It Right Training Tools","description":"\u003cbr\u003eWhat 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\"\u003cp\u003ePatient satisfaction strongly influences healthcare quality, loyalty, nurse retention, employee satisfaction, reputation, and malpractice risk. That's why \u003cb\u003eHCPro\u003c\/b\u003e and \u003cb\u003ePress Ganey\u003c\/b\u003e teamed up to bring you \u003ci\u003e\u003cb\u003eMaking It Right Training Tools:\u003c\/b\u003e Successful Service Recovery\u003c\/i\u003e, the tools to teach staff how to act in a successful service recovery encounter.\u003c\/p\u003e\u003cp\u003eWho should have this valuable kit?\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003edirectors of patient satisfaction\u003c\/li\u003e\n\u003cli\u003edirectors of quality\u003c\/li\u003e\n\u003cli\u003erisk managers\u003c\/li\u003e\n\u003cli\u003edirectors of nursing and clinical services\u003c\/li\u003e\n\u003cli\u003edirectors of staff development\/education and training.\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eThis kit includes 25 copies of \u003ci\u003e\u003cb\u003eMaking It Right Training Handbook:\u003c\/b\u003e Successful Service Recovery, \u003c\/i\u003ethe 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!\u003c\/p\u003e\u003cp\u003eBut that's not all, you also get a pack of 25 laminate cards, \u003ci\u003e\u003cb\u003eMaking It Right Training Reminder Card:\u003c\/b\u003e Successful Service Recovery\u003c\/i\u003e. These laminated cards capture the acronym “HEART\" (\u003cb\u003eH\u003c\/b\u003eear \u003cb\u003eE\u003c\/b\u003empathize \u003cb\u003eA\u003c\/b\u003epologize \u003cb\u003eR\u003c\/b\u003eespond \u003cb\u003eT\u003c\/b\u003ehank), 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?”\u003c\/p\u003e\u003cp\u003eStart building staff confidence in dealing with dissatisfied patients today. And remember, happy patients lead to a successful staff and a profitable facility!\u003c\/p\u003e","brand":"HCPro, Inc","offers":[{"title":"Default Title","offer_id":47049538404592,"sku":"9781578398188","price":129.0,"currency_code":"USD","in_stock":true}],"url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781578398188","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}