A Service Recovery Success Story
When Carl Phillips of Schnecksville was unhappy with the cleanliness of his room, Pam Verosky, R.N., took the heat and resolved the issue.
Problem solver
When Carl Phillips of Schnecksville was unhappy with the cleanliness of his room, Pam Verosky, R.N., took the heat and resolved the issue. Phillips says that thanks to the quality of care he received and Verosky’s handling of the situation, he’ll come back here for future care.
Carl Phillips of Schnecksville (right) and members of his family had every right to be angry. His 6C room was dusty, there was trash left lying on the floor, and his bathroom wasn’t as clean as it should have been. When charge nurse Pam Verosky, R.N., started her shift, she noticed that Phillips’ son was especially upset.
Thanks to a presentation Jerry Kresge, leader of the service recovery group, had given on her unit, Verosky was prepared to handle the situation. “I brought Carl’s son to a private room, apologized and asked for specific details about why they were unhappy,” she says. “I thanked him for expressing his concerns, told him I would pass them on to my supervisor and promised to do whatever was necessary to correct the situation.”
Verosky went to a support partner colleague and explained what needed to be done to make Phillips satisfied again. Then, Verosky personally apologized to Phillips and told him we would take steps to ensure his and other patient rooms were cleaned properly. “My family members and I really appreciated that Pam took the time to address our concerns,” Phillips says. Verosky appreciates the compliment, but says, “I know bad news travels fast, so I want people to leave with nothing but good stories about their time spent here.”
This page last updated 2/12/08 04:08 PM
