A complaint resolution process was part of the corrective action preventative action (CAPA) system at Mid-America Transplant Services (MTS), a US non-profit organ procurement organisation and winner of the 2015 Baldrige National Quality Award. Dissatisfaction data was trended through CAPA and the Customer Feedback Process. This resulted in the identification of root causes and actionable items. All staff were trained to utilize the Four A’s of service recovery: Acknowledge, Apologize, Ask, and...

BPIR Categories

7.3.2 Manage customer complaints

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