The Importance of Service Recovery in Delivering Top Patient Experience

Edward Shin, MD

CEO and Co-Founder

Shannon Patterson

Executive Director, Consumer and Patient Experience Stamford Health

Athena Sehr

Manager, Patient Relations Stamford Health

Nicole Barnes

Manager, Lab Specimen Processing Stamford Health

Anne Marie Castro

Phlebotomy Supervisor Stamford Health

Edward Shin, MD

CEO and Co-Founder

Shannon Patterson

Executive Director, Consumer and Patient Experience Stamford Health

Athena Sehr

Manager, Patient Relations Stamford Health

Nicole Barnes

Manager, Lab Specimen Processing Stamford Health

Anne Marie Castro

Phlebotomy Supervisor Stamford Health

Hosted by Quality Reviews, this webinar features insights from Stamford Health’s care team on the critical role of service recovery in patient experience. Through real-world examples, this discussion highlights how immediate feedback and resolution of patient concerns significantly improve satisfaction and reduce complaints. The team emphasized the importance of real-time patient feedback in identifying and addressing service issues, thereby fostering a culture of responsiveness and continuous improvement. This approach not only enhances patient experience but also contributes to the hospital’s reputation for quality care.

Who Should Watch the Webinar:

Patient experience leaders
Chief Patient Experience Officers
CEOs, COOs, CFOs
Health system C-suite leaders
VP of Clinical Operations
Chief Nursing Officers, CNOs
Chief Medical Officers, CMOs
Chief Marketing Officers
VPs Marketing

What Can Be Learned from this Webinar:

The significance of leveraging digital health platforms like Q Reviews to improve patient and member engagement in healthcare settings
Insights from Stamford Health on the role of service recovery in enhancing patient experience, emphasizing the importance of immediate feedback and resolution
The value of real-time patient feedback in identifying service issues, enabling healthcare providers to foster a culture of responsiveness and continuous improvement
How to drive down patient complaints and grievances with real time feedback and service recovery
Redefining real-time feedback as immediate and conducting service recovery within 24 hours – the most important perspective to a patient

Insights

Explore our library of thought leadership content and discover the impact of positive engagement on the healthcare experience. We regularly speak with

experts who share their research and insights and with our clients who have successfully improved patient experience and staff engagement.

Explore our library of thought leadership content and discover the impact of positive engagement on the healthcare experience. We regularly speak with experts who share their research and insights and with our clients who have successfully improved patient experience and staff engagement.

Bridging the Gap: Patient Expectations vs. Experience in Healthcare

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The Importance of Service Recovery in Delivering Top Patient Experience

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Insights

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Redefining Real-Time Feedback in Healthcare

Bridging the Gap: Patient Expectations vs. Experience in Healthcare