L.E.A.R.N. One-Pager

The L.E.A.R.N. Model

The LEARN Model is NYULH's Service Recovery Framework. When applied consistently, these sequenced behaviors ensure prompt and effective patient resolutions while also making our patients feel valued.

Service Recovery Strategy

Resolve

Apologize / Accountable / Acknowledge

Notify

Listen

Empathize

Follow up & follow through. Build trust and credibility by keeping the patient informed of progress updates.

Outstanding service professionals use language to take accountability for what has happened.

Remember, patient "problems" are our opportunities to rebuild trust, strengthen relationships, exceed expectations, and enhance future service.

Listen patiently, demonstrate acceptance, and remain judgment-free

Seek solutions that exceed expectations. We have reached a true resolution when the patient is relieved, re-engaged, and ready to move on.

Use affirmative statements:

• "I completely understand"
• "I feel your frustration"
• "I'm so happy for your progress!"

• Apologies must be sincere and show ownership.
• Acknowledge your responsibility with regret, and let the patient know how you will resolve their concerns.

• Make eye contact, use appropriate body language and tone of voice, and repeat back key points.
• Eliminate distractions where possible, and show patients that you’re giving them your full attention.

• Close the loop and share relevant information with your internal team to help eliminate defects in the future.

• Acknowledge the urgency with language that establishes partnership. Aim to over-deliver on possible solutions.
• An essential component of resolution is your empowerment. Feel empowered, and use your best judgment.

For example: TBA