Healthcare Experience Matters, PRC

Service Recovery for Improving the Patient Experience

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Mary-Lyn Baldauf joins the Healthcare Experience Matters show this week delivering insight for improving the patient experience through a strong service recovery strategy. 

Mary-Lyn is the Chief Executive Officer (CEO) of Qsource. This is her inaugural appearance on our podcast. 

According to their official website, Qsource is, a 501(c)(3) nonprofit organization based in Tennessee. Qsource works with healthcare providers, partners, patients, and other stakeholders to continually improve healthcare quality and ensure providers meet regulatory requirements.

Before Qsource, Mary-Lyn served as CEO of Kindred Hospital Greensboro in North Carolina.

Service recovery is of utmost importance in many industries as discussed in today’s podcast. There are stories from other industries that Mary-Lyn uses to illustrate how service recovery can restore trust and make amends. 

For example, when encountering poor service while dining out, it is not necessarily the problem that we will remember, it's the way the establishment responded to the issue that matters. 

When healthcare providers make service recovery a priority, we can expect the following:

  • A strong patient experience. 
  • A reduced risk of negative word-of-mouth marketing.
  • A reduced risk of a negative reputation for the healthcare provider.
  • Improved patient loyalty and satisfaction. 

Patients who feel their concerns have been heard and addressed are more likely to be satisfied with their care, leading to improved outcomes.

Effective service recovery requires proactive planning, listening to patient feedback, and responding in a timely and effective manner. 

We must be willing to take responsibility for any negative experiences and work to address them promptly. By doing so, healthcare institutions build trust with patients and the community. It’s about showing a consistent commitment to providing high-quality care and making amends when mistakes have been made.

“Service recovery is extremely important. It's almost about being able to anticipate issues that might come along with the patients and families beforehand,” she told us.

By prioritizing service recovery, healthcare providers can improve the overall patient experience and provide high-quality care that exceeds what patients have grown to expect. 

“It's every team and team members responsibility to support a good service recovery strategy. It empowers our employees to be able to take quick action to solve issues,” Mary-Lyn said. 

Watch This Podcast

You can check out today’s podcast in its entirety here:

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Healthcare Experience Matters, PRC