Mistakes Happen: Cultivating Service Recovery Skills Webinar
Mistakes Happen: Cultivating Service Recovery Skills Webinar
Wednesday, March 5, 2025 (3:00 PM - 4:30 PM) (EST)
Description
Mistakes are a universal human reality. But what should you do after the realization dawns that your team has made an error?
How can you regain the confidence of patients and families post-blunder? This webinar will teach your team how to quickly and adeptly intercede, address the issue, and seamlessly move on. Don’t miss this opportunity to learn all about fumble recovery.
AFTER THIS WEBINAR YOU’LL BE ABLE TO:
- Define “service recovery”
- Address how “business-focused customer service” research and techniques can be adapted to the compassionate care environment
- Review some common mistakes that really are “our fault” and not the result of patient/family noncompliance
- Explore how all staff and volunteers can quickly intervene when a mistake occurs and how scope-of-practice concepts apply in these situations
- Examine key concepts, skills, processes, and interventions related to service recovery
WEBINAR DETAILS
Have you heard of the “service recovery paradox”? It is a dynamic that occurs when a patient or family thinks more highly of a program after a mistake has been adequately corrected than if no mistake had occurred at all. That means mistakes may present the opportunity to demonstrate a higher level of exceptionalism – but only if the response is swift and skillful.However, the opposite is also true. When poorly handled, mistakes can lead to disastrous results. In end-of-life care, it is crucial that all team members understand how to provide skillful service recovery as individuals, as team members, and as representatives of the organization. This webinar will focus on teaching staff and volunteers to skillfully respond to common complaints. It will include sample protocols and skills training materials that can be used immediately.
THIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES:
- Hospice
- Palliative Care
WHO SHOULD ATTEND?
This informative session is designed for all team members. Senior leadership and managers will greatly benefit from the approach to solving mistakes and complaints as they occur.TAKE-AWAY TOOLKIT
- Assessment tool to use individually, with teams, and organizationally
- Discussion guide for incorporating team involvement in learning more about this topic
- Sample protocols
- Sample in-service/orientation and skills training materials
- Additional lecture notes
- Additional learning opportunities
- A list of references and resources
- Training log
- PDF of slides and speaker’s contact info for follow-up questions
- Attendance certificate provided, however there are no pre-approved CEs associated with this webinar
NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other agencies or those not employed by your agency is prohibited. Print materials may be copied for eligible participants only.
Presented By
Wednesday, March 5, 2025 (3:00 PM - 4:30 PM)
(EST)
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