Service Recovery for All: The Out-Patient Setting

Elizabeth Begley, System Director Customer and Patient Relations, Hartford Healthcare
Robert Rahal, Patient Experience Officer, VA Central California Healthcare System
Poppy Szekeres, Director, Patient & Provider Advocacy, Ochsner Health
Abbey Weintraub, Patient and Family Advocate, Emory Healthcare Physicians Group Practice

Those working in healthcare have been experiencing the challenges associated with incivility of patients and family members. The workforce needs tools to effectively and confidently have conversations with upset individuals. While the core skills needed are the same in any healthcare setting, there are also specific issues unique to an in-patient or out-patient setting.