MUSC Health Ambulatory Patient & Family Advisory Council

January 22, 2014Location: East Cooper

Agenda1. Welcome and Lunch: Mikelyn McGinnis 

2. Standard of Care Committee: Peggy Oakley

3. Ambulatory Service Recovery Program: Emily Hecht

4. Waiting Room Discussion: Nanci Balassone

5. Website: Becky Timpber

6. Closing Remarks and Next Steps: Mikelyn

McGinnis

Standard of Care Committee

GOAL: To have a consistent patient,

physician, employee and visitor experience throughout the three

outreach sites.

AIDET

• Acknowledge• Introduce yourself• Duration• Explanation• Thank you

Ambulatory Service Recovery

• Process used to recover dissatisfied patients by identifying the problem, fixing the contributing factors, and making amends for the failure in customer or clinical service.

• Desired outcomes:– Higher volume of patient retention– Stronger patient loyalty– Increased patient satisfaction

The Intervention Process

1. Apologize– Acknowledge and validate

2. Listen– Empathize and ask open questions

3. Fix – Both the problem and it’s contributors

4. Offer atonement*5. Follow Up

Your Intervention

• How could your negative experience or complaint have been handled better?– What is important to you?

– What did you appreciate about the response to your complaint?

– Were there any interventions that you thought were ineffective?

– Was anything missing from your intervention?

Waiting Room Discussion

PFAC Website

• Website address:http://mcintranet.musc.edu/pfac

• Pictures• Any other information you’d like to see?

Closing Remarks