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Service Recovery and Sensitive Interaction Management
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- Service Recovery and Sensitive Interaction Management
CPD StandardsInstant confirmationGlobal presenceService failures in healthcare can quickly become high-emotion situations that impact trust, reputation, and staff confidence. This course provides a structured approach to service recovery and sensitive interaction management, enabling staff to respond professionally, restore confidence, and ensure appropriate escalation and documentation. Participants will build capability to manage emotionally charged conversations while maintaining dignity, privacy, and organisational governance.
Course Objectives
Participants will be able to:
- Recognise service failures and their impact on patient trust
- Apply structured service recovery approaches consistently
- Manage sensitive interactions with professionalism and care
- De-escalate tension while maintaining boundaries and safety
- Document and escalate issues in line with governance
- Convert complaints into service improvement opportunities
Who Should Attend?
- Patient relations teams responsible for managing patient interactions
- Supervisors overseeing staff and service delivery
- Managers coordinating healthcare operations and patient experience
- Reception and admissions staff handling patient flow and enquiries
- Service leads driving standards and team performance
- Quality and governance personnel ensuring compliance and best practices
Course Outline
- Understanding service failure in healthcare
- Patient perception, emotion, and trust impacts
- Common causes and early warning signs
- Governance and reputational considerations
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Accreditations
CPD Standards
Helping to develop learning worldwide.
ISO 9001:2015
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What our delegates say
Thank you for the opportunity for having attended Advanced Skills of the Bid and Tender Management Process from London Training for Excellence. It was a good experience as I find myself with added knowledge so as to contribute I a more quality manner to my com…
The course is very adaptable to everyday work and contributes to developing CSR framework in our own organisation. Very practical and useful.
The training provided by LondonTFE are very inspirational and thought provoking. The outlines are comprehensive and the method of teaching is mostly practice-oriented. The LondonTFE staff always been able to balance the composition of participants, which contr…
