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Leadership, Teams & Communication
Patient Experience and Service Recovery
What patients actually judge you on, and how to recover when it goes wrong.
foundation180 min5 lessons
What you'll learn
- Interpret a described experience score in context
- Identify the behaviour that would most improve a described interaction
- Apply a service recovery sequence to a described complaint
- Construct an appropriate apology for a described situation
- Differentiate resolvable from escalation-requiring complaints
- Recommend improvements to a described waiting communication practice
Course content
5 modules · 5 lessons
1. What Experience Measures
- What Experience MeasuresPreview36m
2. The Behaviours That Matter
- The Behaviours That Matter36m
3. Waiting and Delay
- Waiting and Delay36m
4. Service Recovery
- Service Recovery36m
5. Apology, Escalation and Safety
- Apology, Escalation and Safety36m