Watch as Dorothy Sisneros, Partner & SVP, Client Services, Language of Caring discusses the struggle to maintain accountability when leaders fail to hard-wire patient experience best practices with effective accountability. In this Beryl Institute Patient Experience (PX) Learning Bite, Dorothy shares six keys to achieving strong accountability among healthcare teams and leaders in order to create an exceptional patient, family and staff experience.
Jill Golde, Partner, Language of Caring, discusses how empathy expressed by care and service providers has a powerful impact on many of healthcare’s most important objectives, including high patient ratings and improved patient outcomes She shares three strategies for making communicating with empathy an ‘always’ event in your organization.
In order to impact the patient experience, attitude adjustment is not enough. We need to retool care and service processes and focus on employee behavior adjustment. This requires attention to experience redesign, transformation and continuous improvement. Here you’ll find questions you can use to retool each process so it positively impacts the patient experience.
Use this simple worksheet to engage teams in using the anxiety reduction approach to patient satisfaction by developing key words for everyday situations.
