Building Cognitive-Based Compassion into Service Recovery Training

Traditional service recovery training often focuses on key principles and de-escalation techniques, leaving learners with theoretical knowledge but lacking practical implementation skills. In response to rising workplace violence and increasing complaints, we redesigned our service recovery training to incorporate cognitive-based compassion training. This approach helps staff connect to their sense of empathy during emotionally charged situations. As a result, participants reported increased confidence in handling high-emotion interactions with patients and families. The training also fostered self-compassion skills, equipping staff to manage their emotional responses after challenging events. Join us to explore these innovative strategies and best practices for enhancing patient partnerships and improving service recovery outcomes.

Speaker: Maria Fernandez, MHA, CPXP | System Director of Patient Experience, Emory Healthcare

Learning Objectives:
-Impart the cultural dynamics impacting patient-caregiver interactions at a community-based hospital experiencing increases in complaints and workplace violence incidents.
-Share how integration of cognitive-based compassion training into service recovery and charge nurse training resulted in improved care team confidence in managing fraught situations.
-Explain how redesigning role-playing scenarios achieved more meaningful demonstrations of empathy to patient and family member suffering.

*This webinar is an encore presentation from ELEVATE PX 2025.

Non-members can purchase webinars at a cost of $49 each.