The Power of Service Recovery in Health Care

By Lakmali Ranathunga, MD, chief medical officer, Miami Valley Hospital North, Upper Valley Medical Center

In the dynamic environment of health care, patient satisfaction is paramount. Yet, situations arise where patients and their families express dissatisfaction when seeking direct communication with their physicians. Such moments, while challenging, present health care providers with invaluable opportunities to transform negative experiences into positive outcomes.

Service recovery refers to identifying and rectifying service failures to restore patient trust and satisfaction. When effectively executed, it addresses immediate concerns and fosters long-term loyalty. Research indicates that patients who experience successful service recovery are more likely to remain committed to the organization.

Key components of effective service recovery include:

• Active listening to fully understand the patient's concerns without interruption
• Recognizing the emotional impact of the issue and offering a sincere apology when appropriate
• Implementing prompt solutions to address the problem effectively
• Ensuring the patient and family are satisfied with the resolution while providing additional support if necessary

Understanding the root causes of dissatisfaction is crucial for proactive service recovery. Common issues include delayed medication administration, meal order mistakes, lack of clear communication of the care plan with the team, extended wait times for testing and consultations, not answering the call light promptly, room cleanliness, noise disturbances, or billing errors after discharge.

Addressing these issues requires a comprehensive approach, focusing on immediate resolution and systemic improvements.

Effective service recovery extends beyond individual patient satisfaction. It contributes to better clinical outcomes, enhances the hospital's reputation, and drives continuous organizational improvement. By proactively addressing concerns and implementing robust service recovery strategies, health care providers can transform challenges into opportunities, ensuring a higher standard of patient care.

Back to the April 2025 issue of Premier Pulse