Research

Technology Support for Integrated Service Recovery

    Bad hospital experiences that go unresolved drastically reduce the chances the affected patient will return to that facility. The more rapidly a problem is addressed, the easier it is to resolve; however, for many reasons, patients may not tell hospital staff they are having a bad experience.

    IT applications and tools can help gather feedback from hospital patients and support service recovery and ultimately help retain patients as loyal customers. Combined, these capabilities form an integrated service recovery (ISR) system.

    Download this research report to explore three categories of IT applications and tools to gather patient experience feedback including examples from current health systems, technical challenges, risks, and requirements of an integrated service recovery system.

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