Using the LEAD acronym; Listen, Empathize, Apologize, and Deliver, we are setting out to educate attendees on the importance of Service Recovery. Even in a top performing hospital or clinic, there will be conflict and there will be upset patients for a variety of reasons. A robust Service Recovery Program will provide training, education and tools to the front line staff so they can solve the problem before it becomes a bigger issue. This presentation will walk through the steps we took at Bryan Health to create the pilot program for Service Recovery followed by a roll-out organization wide. The tactics that were implemented at our multi-site hospital system can be adopted and transformed to be used at any facility.
Learning Objectives:
understand and develop your own Service Recovery Program
