Question

An Ambulatory care center has analyzed the type of patient complaints and finds there are four complaints that are most common ( delays, rescheduling, difficulty scheduling and parking) but not easily solvable and that staff members handle these complaints in different manners. The service recovery program should begin by?

1) Posting signs apologizing for these problems
2) Warning patients in advanced that these problems may occur
3) Providing patents with complaint forms
4) Establishing protocols for dealing with complaints

Answer 1

To address common patient complaints, the Ambulatory care center should establish protocols to handle issues effectively and uniformly.

Step-by-step explanation:

The Ambulatory care center is experiencing common patient complaints such as delays, rescheduling, difficulty scheduling, and parking issues. To initiate an effective service recovery program, the center should start by establishing protocols for dealing with complaints. This step provides a systematic approach for staff to address patient concerns consistently and professionally.

• Wait times are too long, as evidenced by a counselor stating a wait of approximately 10 days for an appointment.
• The prevalence of mental health issues is highlighted by a survey with 75 percent of students reporting such issues.
• A high staff-to-student ratio is problematic, according to the International Accreditation of Counseling Services' recommended ratio.