Rethinking service recovery: Why a proactive approach is critical to an improved patient experience

Thursday, May 20th, 2021 | 12:00 PM - 1:00 PM CT

Service recovery shouldn’t be reactive. The very term service recovery implies service has failed and needs to be restored. An exceptional patient experience instead necessitates proactive service recovery techniques that build connections, establish trust and inspire patient loyalty.
In this webinar, experts will open the playbook to provide an inside look at Ensemble's Patient Experience program, which provides in-depth training using proactive service recovery tactics dedicated to improving experiences, and gives associates a “life vest” to help prevent organizations from drowning in complaints and patient dissatisfaction.
Learning Objectives:
  • How to proactively use service recovery techniques to build connections, establish trust and foster patient loyalty
  • Understand the two parts of Service Recovery: quickly identify and resolve the issue
  • Recognize the 4 A’s of service recovery and how to demonstrate them in a healthcare setting
  • Evaluate your team’s effectiveness in using these new behaviors



Susan Milligan, CHAM, CRCR

Director, Patient & Guest Experience, Ensemble Health Partners

Gwen Collins, MBA

Patient Experience Manager, Ensemble Health Partners