Things don’t always go as planned, but how we respond to recover makes all the difference in the world. Staff should use the L.E.A.D. model when addressing challenging situations and patent complaints.
Listen: listen to the patient and try to understand the problem:
Empathize: notice and acknowledge their feelings:
Apologize: apologize on behalf of the hospital for the inconvenience:
Do the right thing: determine the best, most timely solution:
A service breakdown refers to any interruption in the planned or expected operations aspects of care. Unexpected events will inevitably occur and how we respond influences the patient’s perception and experience. Service recovery refers to all the actions taken to turn a negative situation into a positive outcome.
The purpose of the Service Recovery Program is to: