Most fairy tales begin with “once upon a time.” There is a fairy tale in the healthcare profession: once upon a time the initials “M.D.” indicated status, trust, and perfection. Most physicians today realize that elevated status, abundance of knowledge, infallibility, and blind trust by our patients are long gone and are the stuff of […]
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As research begins to quantify the positive effects of empathy on patient experience—from compliance with physician’s orders and reduction in errors and malpractice suits to patient outcome—medical schools are reacting and looking for ways to integrate empathy and social skills training into their curriculums. Psychologist Mohammadreza Hojat studies physician training at Jefferson Medical College-Thomas Jefferson […]
Morning grumpiness? Checking email three times during dinner? You probably know which of your habits drive your spouse, your kids and even your friends crazy. And maybe your office staff wishes you’d work on your wardrobe selection or interpersonal skills. How about your interaction with patients? Patient satisfaction is influenced by interaction “intangibles” such as […]
The need for patients to feel good about their healthcare providers and their experience isn’t just a matter of proper manners in the office. In fact, patient satisfaction has its roots in a number of developmental psychology studies. Perhaps the best known is psychologist Abraham Maslow’s hierarchy of needs. Generally, Maslow provided an outline of […]
A curious and confounding dilemma about all that encompasses “the patient experience” is that it is not a single, straight-line continuum. Process thinking is tempting: A patient comes in the door, receives medical care and exits. A linear structure, with a beginning, middle and end would be simpler to define, quantify, manage, monitor, improve and […]
No one likes to be kept waiting, especially in a hospital or doctor’s office. Few will dispute the fact that it’s important to see your physician. But when the accompanying wait interrupts our daily schedule and forces us to cancel planned activities or lose productivity at work, it’s easy to get angry, frustrated and feel […]
“The Patient Experience” is a big umbrella. Medical practices, hospitals and healthcare providers try hard to deliver a good measure of satisfaction with each patient visit. But the tricky part is…the patient experience usually begins long before the office appointment, and it continues long after. Reaching these healthcare consumers—patients, prospective patients, family, caregivers—increasingly relies on […]
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- Barbara Hales, M.D.: An additional demand on ER time also stems from ph...
- Atiqur Rahman: Thank's,Stewart for this wonderful article,i enjo...
- Kellee Everts: Great article! I've always coached and cautioned ...
- Bruce Allen: Your analogy, with the doctor as the pilot and the...
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