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March 24, 2015 (Cleveland)

Santalucia and Gorley Featured in PX Learning Bite

A recent PX Learning Bite from The Beryl Institute features CHAMPS Patient Experience / Santalucia Group Vice President Carol Santalucia and Director of Client Services Toya Gorley discussing three components to a successful service recovery program:

1. Treating complaints as a gift.
2. Empowering employees to address issues at the point of service.
3. Addressing complaints with empathy.

In the PX Learning Bite, "Passion for Service Recovery," Santalucia and Gorley discuss how one's approach to service recovery shapes the patient's perception of their organization, employees and overall experience. Santalucia explains this approach by saying, "What I mean by effective service recovery is helping everyone get that feeling of having turned around a patient's complaint." Gorley goes on to explain, "Embrace complaints. See them as an opportunity to make the experience better for that patient or family member, and for your entire organization."

Click below to watch the PX Learning Bite in full. Visit The Beryl Institute's website to browse a library of PX Learning Bites from industry experts.

Learn about working with Carol Santalucia, Toya Gorley or another CHAMPS Patient Experience consultant.