Five-star service culture: enhancing satisfaction and reducing liability exposure.
Five-star service may be one of the most underestimated risk-reduction concepts. Its origin began with the hospitality industry, but it has also been seen as beneficial for the healthcare industry. The concept is not new, but it is gaining and will continue to gain importance in healthcare. Surprisingly, five-star service has not been used to its full potential in healthcare. While incorporation of a five-star service culture makes sense, it is difficult to build and maintain without a committed plan. This article will provide an overview of a five-star service culture and provide the "how to "for a practice to implement and maintain an effective five-star service culture.
Saxton
James W
JW
Stevens & Lee's Health Law Department, USA. jws@stevenslee.com
Finkelstein
Maggie M
MM
D003695:Delivery of Health Care / Q000592:standards; D018588:Fee-for-Service Plans; D019981:Health Care Sector; D006801:Humans; D007349:Insurance, Health, Reimbursement; D016365:Liability, Legal; D017060:Patient Satisfaction; D011445:Prospective Payment System; D011787:Quality of Health Care; D012308:Risk Management