"They Treated Us Like Dirt": Using the "LEAD" Tool for Service Recovery

What**'**s the**news. ** Unexplained delays, a child's tooth accidentally knocked out during surgery, and unsympathetic nurses were patient complaints dramatized in a fictional scenario presented by Irma Blazek, Shandra Prescott, and Tim Wynne, all part of Patient Relations at Children's Wisconsin, at the April 30, 2021, Wisconsin Society for Healthcare Risk Management virtual conference.