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Service Recovery and Sensitive Interaction Management
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- Service Recovery and Sensitive Interaction Management
Overview
Course Outline
Scheduled Dates
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.
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
Service Recovery and Sensitive Interaction Management
Questions? Speak to our friendly training advisor
Isabel Harkous
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[email protected]
+447424217520
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Our courses are delivered by highly experienced industry experts
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All our courses are accredited by the CPD Standards Agency
