Passion for Service Recovery
Published June 18, 2016
Carol Santalucia, Vice President, and Toya Gorley, Director, Client Services, CHAMPS Patient Experience, discuss three components to a service recovery program. How we handle and approach service recovery really shapes the patients perception of our organization, our employees and their overall experience.
Related content
-
Culture & Leadership
“Leap, and a Net Will Appear”: Leading Teams into the Unknown
Published March 1, 2026
In this episode, Jason Wolf sits down with Laura Wood, Executive Vice President of Patient Care Operations and System Chief Nurse Executive at Boston Children’s Hospital. As a nurse leader, Dr. Wood shares what it takes to lead the nursing operations of one of the world’s top-ranked pediatric hospitals while keeping the human experience at
Learn more -
Culture & Leadership
Mastering the Art of Listening: The Human Experience Superpower
Published May 5, 2025
As human beings we do not live in isolation. Our existence is framed in the context of others. We are a part of families and teams, communities and countries; all which provide us with ideas and information, most delivered through the interactions we have with others. The very definition of experience itself conveys this as
Learn more -
Culture & Leadership | Staff & Provider Engagement
Real-Time Coaching & Feedback: At-The-Elbow Support for Success
Published March 20, 2025
Unlock the power of coaching to inspire, engage, and gain buy-in from your team. In this interactive webinar, you’ll hear from nursing and physician leaders on how they leveraged practical coaching techniques to build trust, foster accountability, and align your team around shared goals. Discover strategies to overcome resistance, communicate with influence, and create a
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