Service recovery is often defined as making right what the patient or family member perceives went wrong in the course of their healthcare. It is a way to promote patient involvement as important members of the healthcare team.

It can distinguish your health system from others if you also close communication loops with patients, families, professional care team members and organizational leadership.

This presentation will describe best practices in closing loops and the resulting affect on your organization’s quality of care and bottom line. Lastly, the webinar will discuss a method of trending documented patient and family concerns and present data on the effectiveness of this method.

By the end of this webinar, participants will be able to:

• Describe the importance of service recovery and closing communication loops
• Discuss how best practices in service recovery can distinguish your organization from others
• Describe a method for compiling and aggregating patient complaints