While the vast majority of health executives list the patient experience as a priority, few have a plan, budget or team empowered to make improvements a reality. 707 more words
Tags » Empathy
Do you know your hospital's key drivers of the patient experience? "Understanding the Drivers of the Patient Experience" is an excellent article worth reading and re-reading. As James Merlino and Ananth Raman maintain -- and I agree -- leaders often focus on what they feel are the levers that influence the patient experience most of all. However, "to truly improve the patient experience, it is important to get the patient’s perspective." In their article, Merlino and Raman outline a few simple and extremely effective ways for hospitals to gain the patient perspective.
Most people have an innate ability to be empathetic, but organizations tend to dampen this natural instinct. While a typical customer interaction cuts across many functional groups (a single purchase, for instance, may include contact with decisions by product management, sales, marketing, accounts payable, and legal organizations), companies push employees to stay focused on their functional areas. 114 more words
In his blog, "Building Organizational Empathy: Perceive-Reflect-Adjust," Bruce Temkin writes about a critical differentiating factor, namely, empathy -- one's ability to feel, understand and appreciate the experience of another. Because of the acute vulnerability associated with the majority of patient conditions and situations in healthcare, emotional intelligence of a hospital's culture and its caregivers to perceive, reflect on and adjust to the felt-experiences of patients and their family members is essential. Why? Maya Angelou once wrote, "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." Creating a signature experience for our patients and their families at its most fundamental and basic level involves understanding how a patient and/or family member feels, examining our actions and how they affect the other and quickly and effectively making the necessary changes so as to improve how the patient/family member feels.
“I now see how gifts like courage, compassion, and connection only work when they are exercised. Every day.” ~ Brene Brown