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Who in their right mind wants a patient to complain?
If you don’t, you should, says Kevin Moffitt, FACHE, MHA, administrative coordinator of re-engineering at Blessing Hospital in Quincy, IL.
"I tell staff to consider each patient as one of our advertisers because he or she will have a story to tell after discharge," he explains. "Even if they have a bad experience; if we can catch it in time and turn it around, these people then become our best advertisers — even better than those who had no incident and are satisfied!"
Moffitt shares with Patient Focused Care other facts he uses during staff training to illustrate why a customer service recovery program is vital:
1. Ninety-six percent of unhappy customers never complain about the rude or discourteous treatment they received.
2. Ninety percent or more of customers who are dissatisfied with the service they received will not come back.
3. Each unhappy customer will tell his or her story to at least nine others.
4. Sixty-eight percent of customers who stop doing business with an organization leave because of indifferent attitudes.
5. It is five times more expensive to attract new customers than to keep an old one.
6. Seven out of 10 customers will do business with an organization again if a complaint is resolved in their favor.
7. Ninety-five percent of dissatisfied customers will do business with an organization again if a problem is resolved right on the spot.
8. If the complaint is eventually resolved, 56% to 70% will do business again.
9. If the complaint is resolved quickly, 95% will do business again.
10. Customers whose complaints were resolved tell five to six people.
Source: Blessing Hospital, Quincy, IL.