Organization Development & Training
 

Service Recovery

What is Service Recovery?

Each and every member of the UWMC faculty and staff should always do our best to recover from any service breakdown.

Our goals are to:

  • Respond quickly to any service breakdown,
  • Apologize, and
  • Recover by offering some kind of remedy, as deemed appropriate for the situation.

Through an endowment established by a gift to the University of Washington Academic Medical Center (UW Medicine), a Service Recovery program has been established to assist in recovering from service breakdowns.

Resources available to you include:

  • Latté coupons
  • Apology cards
  • Thank you cards

Other remedies may be appropriate if we need to recover from a substantial service breakdown. The UWMC Patient Relations Representative has been designated as the coordinator for our UWMC Service Recovery efforts.

For further information, whom do I contact?

Contact: Bo Secord, UWMC Manager for Patient Relations

Phone: 206-598-4802

Email: lbsecord@uw.edu

UWMC Administrative Policy:

https://departments.medical.washington.edu/uwmcpcs/apop/apop.htm

and click on "Service Recovery Program Policy."

 

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