Service Excellence and Service recovery (SE & SR) are skills that are acquired through practice.  Our interactive, experiential learning programs are designed to elevate your organization’s service, decrease patient complaints and improve physician/providers lives.   

Service recovery as we know, refers to the process of addressing and resolving service failures or shortcomings in the delivery of healthcare services. It recognizes that, despite the best efforts, occasional lapses or errors may occur in the healthcare system that can negatively impact patient experiences. Service recovery is crucial for maintaining patient satisfaction, trust, and overall quality of care.  Teaching physicians/providers & staff to apologize appropriately is paramount to an organization’s success. 

Charles Consulting’s structured approach is to teach physicians/providers & practice managers the acts of identifying, acknowledging, and rectifying any issues or deficiencies in patient care. This process typically includes prompt communication with the affected individuals, such as patients or their families, to express empathy and understanding.   

Effective service recovery in healthcare not only resolves immediate issues but also contributes to building a culture of continuous improvement and better relationships with patients. We have seen that effective Service Recovery allows healthcare partners to learn from mistakes, implement preventive measures, and enhance overall service quality. By prioritizing patient-centered Relational care and responsiveness, service recovery plays a vital role in maintaining patient satisfaction and trust in your organization and physician/providers.