This brief recorded training series is designed to equip health care professionals with the knowledge and tools to support service recovery training at their facilities. We encourage viewing the sessions in sequence, but individual sessions may be used for stand-alone training and review.
A two-page PDF handout outlining the Eight Steps to Service Recovery and the Tips for De-escalation is also available.
Service Recovery in Health Care Session 1: Why it Matters
This session defines service recovery, describes degrees of service failure, and explains why service recovery is important in the health care setting.
Service Recovery in Health Care: Why it Matters (18-minute video)
Slides (6-page PDF) Transcript (11-page PDF)
Service Recovery in Health Care Session 2: Eight Steps to Service Recovery
This session describes the step-by-step approach for frontline staff to recognize, address, and prevent problems in real time.
Service Recovery in Health Care: Eight Steps to Service Recovery (16-minute video)
Slides (8-page PDF) Transcript (15-page PDF)
Service Recovery in Health Care Session 3: Tips for De-escalation
This session covers the Crisis Prevention Institute’s top 10 de-escalation tips to help frontline staff to recognize highly emotional or agitated people and situations and calmly and confidently handle them in real time.
Service Recovery in Health Care: Tips for De-escalation (12-minute video)
Slides (8-page PDF) Transcript (14-page PDF)
Service Recovery in Health Care Session 4: Embedding Service Recovery Into Everyday Practice
This session describes best practices and processes to consider when building a service recovery program and implementation plan.
Service Recovery in Health Care: Embedding Service Recovery Into Everyday Practice (16-minute video)
Slides (8-page PDF) Transcript (13-page PDF)
This content was developed by Stratis Health in partnership with the
National Rural Health Resource Center as part of the Rural Healthcare Provider Transition Project.
This project is/was supported by the Health Resources and Service Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) under grant number U5ERH39345 as part of a financial assistance award totaling $800,000 (0% financed with nongovernmental sources). The contents are those of the author(s) and do not necessarily represent the official views of, nor an endorsement, by HRSA/HHS, or the U.S. Government.