Operationalizing person-centered care practices in long-term care: recommendations from a “Resident for a Day” experience

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