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17 Sep

When Things Don’t Go Right

  • Posted by Janiece Gray
  • 0 Comments
  • Patient Experience, Service Recovery
Writing all of these blogs on Service Recovery and what happens when things don’t go right made me reflect on a missed opportunity I experienced recently. I had a special person in my life who needed to have surgery. Read more...
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08 Aug

It’s Hard for Me to Say I’m Sorry….

  • Posted by Janiece Gray
  • 0 Comments
  • Patient Experience, Service Recovery
In the realm of Patient Experience, service recovery is not a concept that I’ve been naturally drawn to over the years. I think it’s because service recovery comes into play when things go wrong. I’d prefer to focus my energies and efforts on the positive and preventative side of the equation, trying to make sure that the situations in need of an apology (or “recovery”), don’t have to occur in the first place. Read more...
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