Making it Right

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Making it Right

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Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices

Paul Alexander Clark, MPA; Mary P. Malone, MS, JD    

HCPro and Press Ganey are proud to introduce Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices. It is a unique and authoritative resource and training tool to increase patient satisfaction . . . and improve your bottom line.

What do you do when healthcare service fails?

How should you react when a patient complains or expresses concern?

It's one thing to make a mistake. It's another to add insult to injury by neglecting to address the problem, or by responding inappropriately.

In fact, the way your organization reacts when something goes wrong profoundly affects your patients' overall healthcare experience, and ultimately their satisfaction with your facility.

The success of any healthcare facility depends on an effective service recovery system.

Failure to resolve a patient's problem—whether real or perceived—or to make amends will result in an unhappy patient—and a possible lawsuit.

Fortunately, it is possible to mitigate the impact of flawed healthcare service. By exceeding expectations in the way you address the situation, you can re-capture the loyalty of a wronged patient, and send your patient satisfaction scores through the roof.

The definitive service recovery guide

Introducing Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices, an indispensable service recovery guide made possible by a unique partnership between HCPro and Press Ganey. Rely on this dependable, authoritative resource to create, implement and maintain a service recovery program that achieves:

  • high patient satisfaction
  • profitable financial returns
  • regulatory compliance
  • measurable results


This must-have guide uses valuable real-life, world-class case studies to illustrate essential service recovery principles. Readers will benefit from these compelling examples of how other healthcare organizations have created successful programs to enhance their service recovery and improve patient satisfaction.

From Press Ganey—the thought leaders in patient satisfaction

Making it Rightdraws on the expertise and experiences of Press Ganey Consultants and clients. Press Ganey, the premier vendor of performance measurement and improvement in healthcare, has compiled a mountain of industry best practices and analyzed the best service recovery programs in the country.

You'll benefit from this insider information, as Press Ganey Consultants take you step-by-step through the process of creating an effective service recovery program. With Making it Right, you'll have the tools and information you need to transform your organization from one that avoids complaints, to an organization that is empowered, patient-centered, and ready to handle service failures.

Innovative multimedia makes staff training a pleasure

Along with your informative guide, you'll also receive a DVD full of training clips for your staff. These clips depict realistic scenarios of typical patient complaints, as well as effective staff responses and solutions to these problems. You'll also find interactive evaluations, planning documents, do-it-yourself databases, and other important tools-of-the-trade conveniently located on the accompanying CD-ROM.

Order your copy today!

With Making it Right you'll not only increase your patient satisfaction scores and encourage positive word of mouth, you'll also improve your organization's bottom line.

About Press Ganey:

Press Ganey is the healthcare industry's largest independent vendor of satisfaction measurement and improvement services. They specialize in producing tested and reliable satisfaction surveys, comprehensive management reports, and national comparative databases to monitor customer (patient, resident and employee) satisfaction in healthcare delivery systems. Press Ganey—founded in 1985 and headquartered in South Bend, Indiana—serves approximately 6,000 health care facilities, which includes 1,454 hospitals or more than 30% of the total acute care market.

Published: December 2005