Closing Communication Loops: A Critical Component of Healthcare Service Recovery

Service recovery is often defined as making right what the patient or family member perceives went wrong in the course of their healthcare. It is a way to promote patient involvement as important members of the healthcare team.

It can distinguish your health system from others if you also close communication loops with patients, families, professional care team members and organizational leadership.

This presentation will describe best practices in closing loops and the resulting affect on your organization’s quality of care and bottom line. Lastly, the webinar will discuss a method of trending documented patient & family concerns and present data on the effectiveness of this method.

By the end of this webinar, participants will be able to:

  • Describe the importance of service recovery and closing communication loops
  • Discuss how best practices in service recovery can distinguish your organization from others
  • Describe a method for compiling and aggregating patient complaints

James W. Pichert, PhD, Co-Director of the Center for Patient and Professional Advocacy, Vanderbilt University School of Medicine
Dr. Pichert is the co-director of the CPPA and Professor of Medical Education and Administration. He is an educational psychologist with longstanding research experience on promoting health professionals’ patient-related interactions.

His work over the past 15 years has focused on identifying metrics and methods that address preventable malpractice claims risk and transforming those metrics and methods into both local risk management initiatives and nationally-benchmarked profiles.

Jim and his CPPA colleagues transform the metrics and methods into quality/safety and risk management initiatives.