Patient experiences of cancer care: scoping review, future directions, and introduction of a new data resource: Surveillance Epidemiology and End Results-Consumer Assessment of Healthcare Providers and Systems (SEER-CAHPS)

Heartfelt and Healing: Mastering the Art of an Apology in Human Experience

In this webinar, participants will explore the expertly designed service recovery process developed by the Patient Experience team at Allegheny Health Network, a 10-hospital system in Western Pennsylvania. Attendees will learn how to enhance their current service recovery techniques through a collaborative, system-wide approach. This approach emphasizes sincerity, accountability, active listening, validation, and patient collaboration