Make 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 ArticleHope is not a strategy, communication helps
I’ve given two presentations so far this week where I’ve asked the audience to reflect on what they would like patients to say about their experience with their organizations. In each case they...
View ArticleA Brochure Can’t Communicate Empathy
Over the years, our data collection through mystery shopping and other qualitative research has confirmed that empathy trumps everything else in the patient experience. People need to know that you...
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A Policy Won’t Guarantee Empathy
Healthcare can tend to be a bit policy heavy, but policy doesn’t drive empathy. Of course, policies and procedures give valuable structure and set standards for reliable care. When it comes to creating...
View ArticleEmpathy takes vulnerability
I recently heard a Ted Talk by Dr. Brene Brown who talked about the importance of vulnerability. In one of her talks she touched on the subject of empathy which, of course, spurred my interest. After...
View ArticleJudgmental Thinking Stops Empathy in its Tracks
How fast do you size up another person? The research says it takes seven seconds to form a first impression. But in that time, you may also be slipping into judgements about others. Judgements that...
View ArticleEmpathy Takes Courage
We hear so much about empathy as it relates to the patient experience. And for good reason. Empathy is what makes the science of medicine human. It’s the care in healthcare. But empathy is often lumped...
View ArticleShow More Empathy for a Better Patient Experience
Empathy is an essential element in a good patient experience, yet many providers miss important cues. In the past few weeks I have shadowed a number of hospitalists to help them improve their patient...
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