Service Recovery and Sensitive Interaction Management| LondonTFE

Overview
Course Outline
Scheduled Dates

Course Overview

Service 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.

Objective:

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

Course Outline

Day 1: Understanding Service Failures in Healthcare

Understanding service failure in healthcare
Patient perception, emotion, and trust impacts
Common causes and early warning signs
Governance and reputational considerations

Day 2: Principles of Service Recovery

Service recovery principles and response standards
Professional acknowledgement and reassurance language
Managing expectations and timeframes
Ownership and accountability without blame

Day 3: Managing Difficult Patient Interactions

Managing distress, anger, grief, and anxiety
De-escalation communication techniques
Maintaining dignity, privacy, and confidentiality
Handling difficult behaviour safely and professionally

Day 4: Escalation and Resolution Processes

Escalation pathways and resolution coordination
Documentation requirements and consistency
Internal collaboration during recovery
Learning loops and preventing repeat issues

Day 5: Embedding a Culture of Recovery

Embedding recovery into service culture
Staff confidence and resilience in recovery situations
Measuring recovery performance and outcomes
Sustaining trust through consistent recovery standards

Schedule & Fees

Select Month

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August
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Location

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London

Popular

Service Recovery and Sensitive Interaction Management

Date: 24 - 28 Aug 2026

Duration: 5 Days

Venue: London

Price: £4,500

Popular

Service Recovery and Sensitive Interaction Management

Date: 26 - 30 Oct 2026

Duration: 5 Days

Venue: London

Price: £4,500

Service Recovery and Sensitive Interaction Management

Date: 24 - 28 Aug 2026

Duration: 5 Days

Venue: London

Price: £ 4,500

CPD Standards

Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.

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Quality

Our courses are delivered by highly experienced industry experts
Recognition

All our courses are accredited by the CPD Standards Agency

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How often do you update your course content to ensure relevancy?

Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.

Do you keep your classroom environment and instructional methodologies current with today’s real-world workplace?

Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

Are your courses eligible for professional certification?

Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.

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