Many health organizations have developed service recovery models to address family- and patient-related concerns. However, most models are incomplete as they don’t address the root causes of WHY things happen. Therefore, most service recovery programs are designed to mitigate patient dissatisfaction, a symptom of service failure. This is akin to providing palliative care. By applying the elements of Justice Theory, organizations can go beyond band-aid approaches and begin the process of curing service failure, by becoming a learning organization. To find out more about this approach, please contact Andrew S. Gallan, PhD at Dignity in Action, Inc.