Yesterday I had a most unimpressive doctor visit. It left the patient in me feeling somewhat unsatisfied, and the patient experience professional in me disheartened. The experience was filled with missed opportunities to make me feel cared about as a human, knowledgeable about my own body and needs, and involved as a necessary part of my own care. I challenge you to think about how using advanced communication skills might make a difference to others, and help you feel more engaged and experience less burn-out.
Last month, I had the pleasure of attending the Catholic Health Assembly Conference: Building Bridges by Faith in New Orleans, Louisiana, where I presented the Language of Caring message as it applies especially to faith-based health organizations. I was inspired by how a focus on communicating compassion resonated with leaders who attended. It resonated with them personally and with their organizations’ missions.
I’d like to share a summary of key drivers and priorities for action that can help healthcare professionals express compassion so that it permeates their organizational culture.
“Our employees are our most valuable asset” is often overheard in organizations, and thriving organizations supply plenty of evidence to prove it. These days, smart leaders embrace going beyond the rhetoric and commit to taking strategic steps to inspire, strengthen and appreciate employee engagement. For years, I have helped myself and other leaders remember the foundation and guidelines for creating an environment of engagement in an easily remembered acronym—C.A.R.I.N.G.
Being a patient experience leader is an exciting and daunting role. You are expected to address concerns and satisfy patients and family members while at the same time effectively collaborating with staff of every variety and position, including senior leaders—all the while creating the often elusive “culture of caring”. Undeniably, this role, in its many shapes and forms, is one of the most important in healthcare, since it impacts not only the patient and family experience but also financial health, clinical outcomes, patient and staff safety, risk reduction, employee engagement, and the overall culture of the organization.
