FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W28059546> ?p ?o ?g. }

• W28059546 endingPage "318" @default.
• W28059546 startingPage "310" @default.
• W28059546 abstract "Service recovery refers to an organization’s entire process for facilitating resolution of dissatisfactions, whether or not visible to patients and families. Patients are an important resource for reporting miscommunications, provider inattention, rudeness, or delays, especially if they perceive a connection to misdiagnosis or failed treatment. Health systems that encourage patients to be “the eyes and ears” of individual and team performance capitalize on a rich source of data for quality improvement and risk prevention. Effective service recovery requires organizations (1) to learn about negative perceptions and experiences and (2) to create an infrastructure that supports staff’s ability to respond. Service recovery requires the exercise of both basic and advanced skills. We term certain skills as advanced because of the significant variation in their use or endorsement among 30 health care organizations in the United States. On the basis of our work with the 30 organizations, a mnemonic, HEARD, incorporates best practices for basic service recovery processes: Hearing the person’s concern; Empathizing with the person raising the issue; Acknowledging, expressing Appreciation to the person for sharing, and Apologizing when warranted; Responding to the problem, setting time lines and expectations for follow-up; and Documenting or Delegating the documentation to the appropriate person. Impartiality, chain of command, setting boundaries, and documentation represent four advanced service recovery skills critical for addressing challenging situations. Using best practices in service recovery enables the organization to do its best to make right what patients and family members experience as wrong." @default.
• W28059546 created "2016-06-24" @default.
• W28059546 creator A5004419607 @default.
• W28059546 creator A5043661470 @default.
• W28059546 creator A5043916674 @default.
• W28059546 creator A5074420987 @default.
• W28059546 creator A5075545285 @default.
• W28059546 date "2010-07-01" @default.
• W28059546 modified "2023-10-05" @default.
• W28059546 title "Best Practices for Basic and Advanced Skills in Health Care Service Recovery: A Case Study of a Re-admitted Patient" @default.
• W28059546 cites W1983171785 @default.
• W28059546 cites W1985036670 @default.
• W28059546 cites W1997460207 @default.
• W28059546 cites W2019969208 @default.
• W28059546 cites W2023385680 @default.
• W28059546 cites W2039961581 @default.
• W28059546 cites W2059009289 @default.
• W28059546 cites W2059422712 @default.
• W28059546 cites W2069719943 @default.
• W28059546 cites W2071679590 @default.
• W28059546 cites W2076452109 @default.
• W28059546 cites W2081610940 @default.
• W28059546 cites W2148669053 @default.
• W28059546 cites W2150574799 @default.
• W28059546 cites W90314007 @default.
• W28059546 doi "https://doi.org/10.1016/s1553-7250(10)36047-8" @default.
• W28059546 hasPubMedId "https://pubmed.ncbi.nlm.nih.gov/21226384" @default.
• W28059546 hasPublicationYear "2010" @default.
• W28059546 type Work @default.
• W28059546 sameAs 28059546 @default.
• W28059546 citedByCount "14" @default.
• W28059546 countsByYear W280595462012 @default.
• W28059546 countsByYear W280595462013 @default.
• W28059546 countsByYear W280595462014 @default.
• W28059546 countsByYear W280595462015 @default.
• W28059546 countsByYear W280595462016 @default.
• W28059546 countsByYear W280595462017 @default.
• W28059546 countsByYear W280595462018 @default.
• W28059546 countsByYear W280595462021 @default.
• W28059546 crossrefType "journal-article" @default.
• W28059546 hasAuthorship W28059546A5004419607 @default.
• W28059546 hasAuthorship W28059546A5043661470 @default.
• W28059546 hasAuthorship W28059546A5043916674 @default.
• W28059546 hasAuthorship W28059546A5074420987 @default.
• W28059546 hasAuthorship W28059546A5075545285 @default.
• W28059546 hasConcept C116537 @default.
• W28059546 hasConcept C140781008 @default.
• W28059546 hasConcept C144133560 @default.
• W28059546 hasConcept C15744967 @default.
• W28059546 hasConcept C159110408 @default.
• W28059546 hasConcept C160735492 @default.
• W28059546 hasConcept C162853370 @default.
• W28059546 hasConcept C17744445 @default.
• W28059546 hasConcept C184356942 @default.
• W28059546 hasConcept C199360897 @default.
• W28059546 hasConcept C199539241 @default.
• W28059546 hasConcept C206345919 @default.
• W28059546 hasConcept C2775902765 @default.
• W28059546 hasConcept C2780378061 @default.
• W28059546 hasConcept C2780564088 @default.
• W28059546 hasConcept C31258907 @default.
• W28059546 hasConcept C39549134 @default.
• W28059546 hasConcept C41008148 @default.
• W28059546 hasConcept C509550671 @default.
• W28059546 hasConcept C56666940 @default.
• W28059546 hasConcept C71924100 @default.
• W28059546 hasConceptScore W28059546C116537 @default.
• W28059546 hasConceptScore W28059546C140781008 @default.
• W28059546 hasConceptScore W28059546C144133560 @default.
• W28059546 hasConceptScore W28059546C15744967 @default.
• W28059546 hasConceptScore W28059546C159110408 @default.
• W28059546 hasConceptScore W28059546C160735492 @default.
• W28059546 hasConceptScore W28059546C162853370 @default.
• W28059546 hasConceptScore W28059546C17744445 @default.
• W28059546 hasConceptScore W28059546C184356942 @default.
• W28059546 hasConceptScore W28059546C199360897 @default.
• W28059546 hasConceptScore W28059546C199539241 @default.
• W28059546 hasConceptScore W28059546C206345919 @default.
• W28059546 hasConceptScore W28059546C2775902765 @default.
• W28059546 hasConceptScore W28059546C2780378061 @default.
• W28059546 hasConceptScore W28059546C2780564088 @default.
• W28059546 hasConceptScore W28059546C31258907 @default.
• W28059546 hasConceptScore W28059546C39549134 @default.
• W28059546 hasConceptScore W28059546C41008148 @default.
• W28059546 hasConceptScore W28059546C509550671 @default.
• W28059546 hasConceptScore W28059546C56666940 @default.
• W28059546 hasConceptScore W28059546C71924100 @default.
• W28059546 hasIssue "7" @default.
• W28059546 hasLocation W280595461 @default.
• W28059546 hasLocation W280595462 @default.
• W28059546 hasOpenAccess W28059546 @default.
• W28059546 hasPrimaryLocation W280595461 @default.
• W28059546 hasRelatedWork W1632976131 @default.
• W28059546 hasRelatedWork W1861625544 @default.
• W28059546 hasRelatedWork W1987051933 @default.
• W28059546 hasRelatedWork W2260234374 @default.
• W28059546 hasRelatedWork W2416028470 @default.
• W28059546 hasRelatedWork W2519637126 @default.

• next