Training for Failure: A Simulation Program for Emergency Medicine Residents to Improve Communication Skills in Service Recovery

Service failures such as long waits, testing delays, and medical errors are daily occurrences in every emergency department (ED). Service recovery refers to the immediate response of an organization or individual to resolve these failures. Effective service recovery can improve the experience of both the patient and the physician. This study investigated a simulation‐based program to improve service recovery skills in postgraduate year 1 emergency medicine (PGY‐1 EM) residents