Empathy: A Tool for Patient Satisfaction and Profitability

Empathetic communication goes beyond the soft skills to impact your organization's bottom line


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This program is part of the following certificate:

Continuing Education

This class is eligible for the following continuing education credits:

This program is currently in the process of CEU approval.


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216.368.6413 or 800.736.6403

Empathetic communication is the cornerstone of a positive patient experience, and when used appropriately, can also have a positive impact on an organization's bottom line. Because of this, empathy must be taught and reinforced at every level of an organization. This communication style, along with a robust service recovery strategy will enhance the service culture of an organization, while improving employee engagement, patient satisfaction and profitability.

Instructor Date and Time Location  
Carol Santalucia   Wednesday, May 29, 2013 from 9 a.m. to 4:30 p.m.
Cleveland, OH cancelled

Carol Santalucia  
Date and Time:
Wednesday, May 29, 2013 from 9 a.m. to 4:30 p.m.
Cleveland, OH


  • The definition of empathy
  • The relationship between empathy and service recovery
  • The importance of service recovery in healthcare
  • Applying service recovery techniques
  • The impact of empathetic communication and service recovery on the bottom line
  • A leaders' role in modeling and coaching empathetic communication

Learning Outcomes

As a result of attending this program, participants will:

  • Understand the importance of service recovery, and it's impact on an organization's bottom line
  • Learn how to sustain an empathetic culture
  • Learn the components of a strong coaching model
  • Understand how to hold self and others accountable for this service commitment

Who Should Attend

Executives, managers and individual contributors at all levels that have responsibility for patient satisfaction.


Individual Participants: $420
Package Pricing: 1 class day per participant

Available Discounts


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Weatherhead School of Management
Case Western Reserve University

10900 Euclid Avenue
Cleveland, Ohio 44106-7235 USA