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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Quality & Clinical Excellence
Connection Call – Back to Basics: Five Priorities for Restoring Human-Centered Care
Published June 12, 2025
Watch the replay of an engaging panel discussion with four contributors to the featured white paper, Reigniting the Human Experience: Strategies for Getting Back to Basics. Together, they’ll explore five focus areas essential to human-centered care, offering practical insights, real-world examples, and actionable strategies to help your organization refocus on the core principles that define
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Quality & Clinical Excellence
You Are Not Alone: Finding Hope through Your Breast Cancer Journey with Susan G. Komen®
Published August 12, 2026
In this episode, Stacy Palmer sits down with Laurel Pointer, Director of Community Marketing at Susan G. Komen®, to explore the human experience of navigating breast cancer. Drawing on her 27 years with Komen, her family’s history with breast cancer, and her own experience as a survivor, Laurel shares how advances in research, patient navigation,
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Quality & Clinical Excellence
Experiences of Women in the Labour room: the Untold Story
Published May 5, 2025
Background: Childbirth experiences are some of the most sensitive indicators of the utilisation of health facilities. Women who go through the child-birthing process are reported to be faced with a range of experiences. Aim: This study described women’s experiences in the labour room. Methods: The study employed a qualitative research approach with a descriptive design.
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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
Owning the Moment through Standardized Service Recovery Training