Patient Experience and Service Recovery
What patients actually judge you on, and how to recover when it goes wrong.
Program overview
Patient experience is measured everywhere and acted on rarely, partly because staff are shown scores rather than taught behaviours. This course covers what experience data actually measures, the interaction behaviours that drive it — introduction, explanation, waiting communication, dignity, listening — and the discipline of service recovery: responding to a complaint at the point it is made, apologising without admitting fault inappropriately, resolving what can be resolved, and escalating what cannot. It also covers the link between experience and clinical safety.
Why this program
Behaviours rather than scores
Service recovery taught as a discipline
Includes apology done correctly
Links experience to clinical safety
Who it is for
Program objectives
- Explain what patient experience measurement does and does not capture
- Apply the interaction behaviours that most affect experience
- Communicate effectively about waiting and delay
- Respond to a complaint at the point it is raised
- Apologise appropriately without inappropriate admission
- Escalate a complaint that cannot be resolved locally
Learning outcomes
- Interpret a described experience score in context
- Identify the behaviour that would most improve a described interaction
- Apply a service recovery sequence to a described complaint
- Construct an appropriate apology for a described situation
- Differentiate resolvable from escalation-requiring complaints
- Recommend improvements to a described waiting communication practice
Curriculum
Module 1: What Experience Measures
1 lessonsWhat Experience MeasuresPreview
Surveys, what they capture, and what they miss.
Module 2: The Behaviours That Matter
1 lessons- The Behaviours That Matter
Module 3: Waiting and Delay
1 lessons- Waiting and Delay
Module 4: Service Recovery
1 lessons- Service Recovery
Module 5: Apology, Escalation and Safety
1 lessons- Apology, Escalation and Safety
Duration and structure
5 lessons across 5 modules. Duration is expressed in study hours.
What you receive
This certificate confirms completion of Patient Experience and Service Recovery. Duration is expressed in study hours.
Delivery format
- Self-paced — start any time.
- Study on any device.
- Lifetime access to the version you enrolled in.