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Augusta Health

Service Recovery Is the Job of: A) Patient Experience, B) Patient Advocates, C) ME, D) All the Above


Every team member has had an encounter with a patient/family member in some way no matter what your role is here at Augusta Health.

Unfortunately, not all of those encounters that patients/family members share are about the incredible experiences that they had while in our care or on our campus.  During this time, we will review what Service Recovery is, why it is important and empower team members to say the words “I’m Sorry” and start to initiate the Service Recovery process.  Team members will also learn about the roles of the Patient Advocate and the Patient Experience Teams and how they collaborate to meet patient needs.  Through this open, interactive, problem-solving session, team members will feel more confident and empowered to engage in the service recovery process with their patients/family members in the moment when it is needed most.

Facilitator:  Shelley Payne, Patient Experience Coordinator, AHC Patient Experience Department

Please review the available slots below and click the button to sign up.   Looking forward to learning with you!


Date: 09/15/2022 (Thu.)

Time: 2:00pm - 3:30pm EDT

Location: Mannix Conference Room

Created by:   Kathy Hedges
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Available Slot

Available Seats (22)

1 of 22 slots filled
Kristen Jackson
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