I Am the Patient Experience!

April 27, 2012
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What a great few days of learning it has been here at The Beryl Patient Experience Conference.  The video below sets the stage for how we healthcare workers are the patient experience.  Below the video are some key quotes/thoughts from the last couple of days.

What a great few days of learning it has been here at The Beryl Patient Experience Conference.  The video below sets the stage for how we healthcare workers are the patient experience.  Below the video are some key quotes/thoughts from the last couple of days.

  • Empathy and compassion were key themes!
  • Will Boomers push for combined physician and hospital bills – so they can understand better?
  • Physicians weren’t really trained to deal with patient fears!
  • Decrease perceived wait time just by asking waiting ED patients, “How is your pain?” or “How is the wait?”
  • It’s not about meeting patient expectations, it is about exceeding them!
  • The culture is driven by management systems and priorities… not workers or values.  What gets your leader’s attention?
  • Reshape expectations – as far upstream as you can!
  • Healthcare is not a service industry, it is an “experience” industry.  The emotion (pain, stress, suffering) and mask of tragedy!
  • A exceptional experience is magic, not a script!
  • Happy employees make happy patients!
  • Focus on what can’t be measured – from Deming actually.
  • Empathy, then the broken record.
  • The strategy for engaging physicians is to:
    • engage as partners in planning the patient experience,
    • help them build their skills, and
    • develop and support physicians as coaches and team players.
  • We need more courageous conversations in healthcare!
  • The hospital is in the safety/security level of Maslow’s Hierarchy.
  • Check out the Critical Care Family Assistance Program guidelines from the American College of Chest Physicians