No matter how well the plan has been thought out, there will always be service failures whether it is by human error or system error. So, healthcare organizations must be prepared for these situations. In order to assess and reduce risk we have to be able to identify them before they happen. This is one way to constitute quality. Preventive strategies must be implemented which will do exactly that. Preventive strategies look for potential problems then fixes them before they become an actual problem. These strategies also do the same thing for problems that have occurred. Once they have identified these problems and fixed them they can also help in preventing the same problem from occurring again.
Something else that needs to be addressed is that risk assessment strategies should be used on a regular basis. Employees need to be trained to recover quickly to any problem. Utilized systems are also important. They can gather very important information such as dissatisfaction and the reasons for them. Service issues can be identified and corrected with information gathering which will help the organization to identify the key drivers of their unsatisfied patients or customers. In order for an organization to provide service excellence they have to assess and evaluate complaints. Every time a patient receives services they are evaluating the quality and value and form strong opinions about them.
In order to identify and fix the key driver of a problem as they arise is to assess and reduce risk
Reference:
Fottler, M. D., Ford, R. C., & Heaton, C. P. (2002). Achieving Service Excellence: Strategies for Heal ...