Service Recovery for All: The In-Patient Setting

Kathy Denton, PhD, CPXP, CPHQ |Director, Patient Experience, MD Anderson Cancer Center | Patient Advocacy Council Member
Kellie Conner, MS | Regional Patient and Family Relations Manager, Inova Mount Vernon Hospital
Lisa Gilliam, RN, MSN | Patient Experience Liaison, Redlands Community Hospital | Patient Advocacy Council Member
Sachin B. Patel, MD | Pulmonary & Critical Care Physician, WakeMed Health & Hospitals | Physician Council Member
Kim Pedersen, MHA, CPXP | Director, Operations, Northwestern Medicine, Marianjoy Rehabilitation Hospital | Patient Advocacy Council Chair
Emeritus Taylor Sewell, MD, MBA, FAAP, CPXP | Assistant Professor of Pediatrics at CUMC, Columbia University | Pediatric Hospitalist, NYP/Morgan Stanley Children’s Hospital | Associate Medical Director – Patient Experience, NYP/CUIMC | Physician Council Member

Those working in healthcare have been experiencing the challenges associated with incivility of patients and family members. The workforce needs tools to effectively and confidently have conversations with upset individuals. While the core skills needed are the same in any healthcare setting, there are also specific issues unique to an in-patient or out-patient setting.