Patient Experience and Service Recovery
What patients actually judge you on, and how to recover when it goes wrong.
1. 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.
2. Why this program
- Behaviours rather than scores.
- Service recovery taught as a discipline.
- Includes apology done correctly.
- Links experience to clinical safety.
3. Who it is for
Nurse · Physician · Allied Health · Medical Secretary · Healthcare Manager
4. 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
5. 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
6. Curriculum
Module 1: What Experience Measures
- What Experience Measures
Module 2: The Behaviours That Matter
- The Behaviours That Matter
Module 3: Waiting and Delay
- Waiting and Delay
Module 4: Service Recovery
- Service Recovery
Module 5: Apology, Escalation and Safety
- Apology, Escalation and Safety
7. Duration and structure
Total study hours: 3 — 2.5h content + 0.5h assessment. Duration is expressed in study hours only.
9. What you receive
This certificate confirms completion of Patient Experience and Service Recovery. Duration is expressed in study hours.
10. Delivery format
Self-paced · start any time · any device · lifetime access to the enrolled version.