Pat and Amber demonstrated caring Triple A Service Recovery

Jim McKenan, Employee

Today we recognize patient representative Amber Johnson and BBC Red Cross volunteer Pat DeVoll for delivering exceptional care experiences.

Recently, Amber and Pat were working at the Outpatient Center front desk when a patient began to loudly share dis-satisfaction with a past care experience.  Pat and Amber demonstrated caring Triple A Service Recovery (Acknowledge, Apologize, Amend) and effectively diffused a disruptive situation – while also assuring the visitor got needed help.  The patient was transported for care and later sought out Amber and Pat to share a hug and a ‘thank you’ for the assistance.

Thanks to Amber Johnson, Pat DeVoll, and many others across BBC who build trusting partnerships through respectful and engagement.

 

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