Archive November 2017 XVIII, No. 11

Ideas That Work: When You Make Patients Wait, Make It Up to Them

gift card THIS ONE'S ON US A small investment can go a long way toward improving patient satisfaction.

When You Make Patients Wait, Make It Up to Them

Nothing irks patients more than sitting around and waiting for an unreasonably long time. Fortunately, it doesn't happen often at our urology center, but when it does, we have what we call a service recovery program. We keep a supply of $10 Starbucks cards on hand, and send one or more to the patient (depending on how many people were inconvenienced, but no more than 2 per patient), along with a note of apology — a hand-written note, by the way, so they know it's from the heart, not from Hallmark. It's an inexpensive way of acknowledging that we could have done a better job, and that we appreciate their patience and their business.

Cindy Snider, RN, BSN
Augusta (Ga.) Urology Surgicenter

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