Heartfelt and Healing: Mastering the Art of an Apology in Human Experience

In this webinar, participants will explore the expertly designed service recovery process developed by the Patient Experience team at Allegheny Health Network, a 10-hospital system in Western Pennsylvania. Attendees will learn how to enhance their current service recovery techniques through a collaborative, system-wide approach. This approach emphasizes sincerity, accountability, active listening, validation, and patient collaboration to resolve concerns effectively. Our process supports not only our team but also service line leaders and frontline staff across the organization. Join us to discover innovative ways to foster a compassionate and empathetic human experience in healthcare.

Speakers
-Casey Baselj, Service Excellence Officer, Allegheny Health Network
-Mary Ann Lloyd, Service Excellence Officer, Allegheny Health Network

Learning Objectives
-Apply the art of an apology to resolve conflicts and improve human experience by strengthening connections.
-Describe the value of an apology that regains the trust of patients and their families and builds loyalty.
-Cultivate ways in which their organization can implement these techniques into their everyday practices.

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