This question aligns with Organizational Culture and Leadership , particularly around service recovery and accountability. CPXP principles emphasize that effective service recovery requires a proactive, organization-wide approach , where all staff are empowered to respond immediately to patient concerns . Option B is correct because it ensures timely resolution, reduces escalation, and demonstrates a culture of ownership and responsiveness. When frontline staff are empowered, they can address issues in real time, which is critical to rebuilding trust. Option A (compensation) is only one limited tactic and not the core of service recovery. Option C (formal apology) is important but insufficient alone. Option D (encouraging patients to speak up) supports feedback but does not ensure resolution. CPXP highlights that empowerment, responsiveness, and accountability are key to effective service recovery systems.