Service Recovery and Apology: Getting it Right
Andrew Gallan, Assistant Professor at DePaul University, shares a theory-tested strategy to help you think about how your organization structures its service recovery strategy, and what elements it might be missing. Gallan describes three elements of the theory and offers steps for organizations to formulate an effective service recovery strategy to drive patient experience improvement.
Related content
-
Patient Family & Community EngagementBlack Voices On Gynecologic Cancer: Understanding Experiences (BVOGUE)
The voices of Black patient advocates are often absent from research studies. By centering these voices, new strategies can be identified to address and positively impact disparities across the clinical care spectrum, from diagnosis to survivorship. The study aims to identify common and unique experiences of racism and bias among Black patients with gynecologic cancer.
Learn more -
Patient Family & Community Engagement | Quality & Clinical ExcellenceOur Journey to Improving the Experience of Patients 65+
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
Learn more -
Patient Family & Community EngagementPX Chat on PFA/PFACS: Sustaining/Growing (December 3, 2025)
12pm ET / 11am CT / 10am MT / 9am PT – Join The Beryl Institute community for an opportunity to connect with your peers on the support and resources needed to address efforts around sustaining and growing PFAs and PFACs in their organizations. Breakout discussion groups allow you to share your challenges, celebrate your
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