The Power of Service Recovery

Hospital employee helping patient use walker

At its simplest, Service Recovery is a set of tools and techniques that can be used to make things right after something has gone wrong with the healthcare experience. Service Recovery should activate the moment we identify we have not met the patient or their loved one’s expectations. Our Excellence Accelerator team often coaches organizations to feel more comfortable with being uncomfortable seeking out times when we have failed to meet patient expectations and stepping in with communication and service recovery practices to turn the disappointment into loyalty.

In this video, Katie Owens (Senior Vice President, PRC Excellence Accelerator) delivers a presentation on the power of service recovery and the 7 steps to keep in mind on your path to excellence.


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