Mistakes Happen: Cultivating Service Recovery Skills

Have you heard of the “service recovery paradox”? It is a dynamic that occurs when a patient or family thinks more highly of a program after a mistake has been adequately corrected than if no mistake had occurred at all. That means mistakes may present the opportunity to demonstrate a higher level of exceptionalism – but only if the response is swift and skillful.

However, the opposite is also true. When poorly handled, mistakes can lead to disastrous results. In end-of-life care, it is crucial that all team members understand how to provide skillful service recovery as individuals, as team members, and as representatives of the organization. This webinar will focus on teaching staff and volunteers to skillfully respond to common complaints. It will include sample protocols and skills training materials that can be used immediately.

This informative session is designed for all team members. Senior leadership and managers will greatly benefit from the approach to solving mistakes and complaints as they occur.