As an essential part of delivering high quality and compassionate care, service recovery can be defined as the special effort patients ad family members expect on their behalf when things have not gone as expected. It includes actions taken by an employee to resolve a situation that has not gone as planned or when expectations have not been met. Doing service recovery well is an essential part of delivering patient experience. This course on Service Recovery will get to the heart of the issue, exploring the importance of effective service recovery and how your organization can benefit by demonstrating a sincere commitment to making things right when service fails in the eyes of patients and families.