Owning the Moment through Standardized Service Recovery Training
![](https://theberylinstitute.org/wp-content/uploads/2024/06/Owning-the-Moment-through-Standardized-Service-Recovery-Training.png)
The VA New England Healthcare System developed a standardized service recovery program to improve patient satisfaction, increase customer loyalty, and build patient trust. The VA’s S.A.L.U.T.E. training model empowers staff to provide prompt service recovery when errors occur, correcting what went wrong for the patient, mending the damage the error caused, and restoring trust in the relationship.
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