Best Practices:

Getting the Most from Your Patient Relations Department and Service Recovery Program

Service Recovery is often defined as making right what the patient or family member perceives went wrong in the course of their health care experience. It is a way to promote patient involvement as important healthcare team members, and a commitment to excellent service recovery distinguishes your health system from others. Through case-based discussions, this program describes the importance of service recovery to your organizations quality of care and bottom line. A model for service recovery is provided, along with guidelines for documenting concerns and strategies for improving complaint capture. The discussion concludes with a presentation of results of a method used to trend and report documented concerns.

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Proceeds from CPPA educational programs support the education and research missions of the Vanderbilt Center for Patient and Professional Advocacy and Vanderbilt University School of Medicine.