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.
Related content
-
Quality & Clinical Excellence
Driving Inpatient HCAHPS: 3 Interventions to Strengthen Human Experience
Published May 4, 2026
A collaborative effort at Bon Secours St. Mary’s Hospital demonstrates how standardizing communication across care teams can strengthen trust, improve patient understanding, and drive measurable gains in HCAHPS performance. Through three targeted interventions, this case highlights the power of reliable, team-based communication in advancing the human experience in healthcare.
Learn more -
Quality & Clinical Excellence
Patient Safety Culture Among Healthcare Settings in Low and Middle-Income Countries: A Systematic Review and Meta-Analysis
Published November 13, 2024
Ensuring patient safety is a crucial element in providing high-quality healthcare services. Therefore, this study aimed to assess the current state of patient safety culture in healthcare settings within low- and middle-income countries. A thorough search was conducted across multiple databases, including Science Direct, Scopus, Google Scholar, EMBASE, and PubMed. Data extraction was carried out
Learn more -
Quality & Clinical Excellence
How to Cultivate Empathy in Healthcare: A Simple Formula for Better Patient Interactions
Published January 27, 2025
By Katie Wyatt Are your healthcare providers struggling to demonstrate empathy? Are your patient satisfaction scores on the decline? After years of training healthcare professionals, I’ve learned that while some individuals may have a natural inclination toward empathy, anyone can cultivate this essential skill. In fact, it’s simpler than you might think. I’ve developed an
Learn more
Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome 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
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
Owning the Moment through Standardized Service Recovery Training