Registration

SERVICE RECOVERY: In the
Moment Responses to Patient Service Concerns (3-hr)

Thursday, January 30, 2025

9:00 am to 12:00 noon CT

PLEASE NOTE:  We request that each participant participate from his/her own computer and use a webcam. This will allow you to participate in the breakout group discussions that are an important part of the learning experience.

Registration deadline is January 9^th

Missed the deadline?
Click here to inquire if spots remain.

Fee:

RWHC Member & Affiliate Member:
$150 per person

Non-RWHC Member:
$180 per person  
 

Fee includes program materials. 
 

Instructor:

Corrie Searles, MPT, Leadership Development Educator With her 20+ years of experience in leadership both in and out of healthcare, her past roles have included leadership for therapy teams in hospitals, long term care, outpatient, and home health, as well as Cardiac Rehab, Occupational Health, Fitness Centers, and Stress Testing. Corrie has extensive experience in continuous improvement methodology and a passion for leadership development training. She has a Master ’s in Physical Therapy, a Certificate in Organizational Leadership, and a Certificate in Customer Service & Leadership training with Achieve Global. She is certified to teach Crucial Conversations through Vital Smarts in addition to being a certified coach for Shift Positive 360.

Target Audience:

Any healthcare-related worker

Program Description:

It can be challenging to know how to respond when a patient becomes upset about circumstances that may be beyond your control. Knowing how critical it is to resolve concerns and ensure satisfaction, how do you simultaneously keep your cool while also ensuring the patient feels heard and respected?

This workshop offers actionable practices for managing emotions in the moment, demonstrating active listening, defusing the intensity of the situation, and employing service recovery to restore the patient’s trust in the services your facility provides.

 Participants will learn to:

1. Explore methods of self-managing emotions in heated situations
2. Employ active listening to demonstrate respect & seek understanding
3. Apply 7 techniques for defusing intense circumstances while preserving dignity
4. Practice the HEAL method of patient service recovery.

Consider taking this workshop if the following are mostly true for you:

• Your role is often at the forefront for receiving and initially responding to patient concerns.
• You want to improve your service recovery skills.
• You feel anxious or caught off guard when on the receiving end of patient concerns or complaints.
• You’re not sure how to help others return to a calmer, more rational state when they become upset.
• You are deeply committed to delivering exceptional customer service.
• You know things will inevitably go wrong from time to time despite the best efforts of you or your coworkers; you want to be more confident to respond in those moments.
•  You want to prevent patient concerns from escalating.