Owning the Moment through Standardized Service Recovery Training
Published June 11, 2024
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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CAVS: The Gold Standard in Healthcare Volunteer Leadership
Published February 11, 2025
In a world where volunteerism continues to shape healthcare communities, professional certifications in volunteer management are becoming a key asset for individuals looking to make a greater impact in their organization. One such recognized credential is the CAVS (Certified Administrator of Volunteer Services) designation. CAVS is a professional certification designed for individuals in the field
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Back to Basics: Elevating Patient Experience Through Culture and Leadership
Published April 23, 2025
In this companion case study, Tara DiDonato highlights how NewYork-Presbyterian is strengthening patient experience by focusing on culture, leadership, and human connection. A return to foundational values is driving meaningful impact across the organization. Read the companion paper
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Our Journey to Improving the Experience of Patients 65+
Published March 11, 2025
Join us for a panel discussion on enhancing patient experience for patients 65 and older. Experts will explore key population statistics, care challenges, and insights from consumer feedback to better understand patient needs. Learn strategies to improve communication clarity and address What Matters Most at every stage of care. Panelists will share lessons from a
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Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events