In our interview process, we send an immediate comment alert when a client or family member has a serious frustration with their service. Recently, one of our clients received an alert that one of their families was very upset over an issue. This family was very angry and ready to discharge their loved one. Our client was able to deal with the family’s issues immediately and appropriately, and the issue was resolved.
Our comment alert made the company aware of the issue, but through immediate communication they improved the relationship.
Stan Magleby
Stan,
ReplyDeleteI completely agree. I remember the days when companies were coaching administrators to never acknowledge a mistake. This only frustrated customers and increased risk in my opinion.
I try hard to let them know I am very concerned, do a quick and thorough investigation into the concern and then call back to let the family know we are concerned also. We do appologize if we have made a mistake. This ussually difusses the situation as you have pointed out.
Another thing I have found to be effective is giving out my DON and I's cell phone numbers to residents on admission with the instruction to call as events occur. If they have a knock your socks off experience or have a concern, we ask that they call us immediately. We have found, ironically, that we don't get many concern phone calls. It tends to build trust quickly and get's them into a safe mode where they feel we care and want to be involved.
Just thoughts...
Thanks for that feedback Jeff... That is very insightful!
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