Inside the Patient Experience—Elizabeth’s Journey #8
This is the eighth entry in my in-depth interview with a patient undergoing cancer treatment. There is no doubt that illness, injury, and recovery from surgery pose life-altering inconveniences for the...
View ArticleInside the Patient Experience—Elizabeth’s Journey #9
This is the ninth entry in my in-depth interview with a patient undergoing cancer treatment. We talk about the little things that really matter when establishing rapport with patients. Elizabeth shares...
View ArticleInside the Patient Experience—Elizabeth’s Journey #10
This is the tenth entry in my in-depth interview with a patient undergoing cancer treatment. “Is she a patient or a client?” Many of us have debated the semantics used when describing one of the most...
View ArticleInside the Patient Experience—Elizabeth’s Journey #11
This is the eleventh entry in my in-depth interview with a patient undergoing cancer treatment. Hope and harmony play huge roles in the healing process. Elizabeth summarizes her views on the healthcare...
View ArticleHow do you say, “I don’t give a damn”?
This physician can give you lessons in detachment: Today, I encountered a physician who has mastered the art of detached arrogance. I wish I could say he was a fictitious character from a novel, but,...
View ArticleInside the Patient Experience—Elizabeth’s Journey #12
This is the twelfth and final entry of my in-depth interview with a patient after concluding her cancer treatment. Many of you have followed along as I chronicled Elizabeth’s journey through eight...
View ArticleEnduring Turbulence
I hadn’t been on a prop plane in years until yesterday. And yes, the experience was all I had built it up to be in my memory—cramped, noisy, and fraught with more jolts and turns than a Six-Flags...
View ArticleCompassion Is a Universal Language
If there is one thing I am certain of on the subject of patient experience, it’s that compassion, and the behaviors associated with it, is a universal language. Anyone who works in healthcare is likely...
View ArticleEmpathy: The backbone of patient experience
Empathy is defined as the ability to understand and share the feelings of another. This simple, three-syllable noun packs a huge punch in your patient experience. Patients and their family members are...
View ArticleMake a Memory
Early in my career, I worked in a number of acute care and public health settings as a registered nurse. During those years, I had the honor of serving hundreds of patients and their families. Having...
View ArticleWhat Drama is Unfolding in Your Waiting Room?
Look around any airport and you’ll see a plethora of stories unfolding before your eyes. Tearful departures and joyous homecomings are standard events in airport terminals the world over. There’s as...
View ArticleMake Some Memories Today
A few days ago I had the pleasure of meeting a retired hand surgeon. I asked him what was most memorable about his medical career and without hesitation he said, “The children.” He went on to tell me...
View ArticleHigh Tech in Caring Hands Elevates the Patient Experience
I’ll be the first to admit that I love technology that makes my life easier. Whether it’s the GPS on my phone or the app that lets me organize every aspect of my travel, technology has improved my...
View ArticleUniversal Language Shapes the Patient Experience
During focus groups, I often ask patients what makes them feel confident in a health care organization or provider. It’s no surprise to me that their responses have little to do with credentials, and a...
View ArticleWhat the Devil Did She Just Say?
One of the things that was instilled in me as a nursing student was to avoid imposing my personal values on someone in my care. Whether it’s religious beliefs, morals, or even opinions about lifestyle,...
View ArticleYour Body Speaks Louder Than Your Words
One of my favorite little indulgences is to listen to TED Talks, or pod casts while getting ready for work in the morning. My little $19 blue tooth speaker is a permanent passenger in my carry-on...
View ArticleIs Your Story Blocking Empathy?
Empathy is one of the most unifying emotions of the human species. When we can relate to another person’s feelings, we respond in a more purposeful manner. Empathy is one of the most essential elements...
View ArticleIs your experience statistically significant?
Healthcare organizations benefit from a wealth of quantitative data measuring everything from clinical and safety performance to patient experience. But it seems those who perform the best in the...
View ArticleNurses Make Lasting Memories
Every day, millions of nurses are interacting with people of all walks of life. And chances are, they’re leaving lasting impressions of compassion, kindness and competence. How do I know this? I ask...
View ArticleWhat You Meant and What the Patient Hears
Most of us have had at least one experience where our words have been misinterpreted by another leading to hurt feelings, anger, and even fractured relationships. While it’s always important to choose...
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