Posted by Kristin Baird When it comes to service recovery, after active listening, an apology is the first step toward making things right. When patients and family members are unhappy, they want to feel heard. And the last thing they need ...
Posted by Angela Fieler I had the opportunity to observe a primary care physician interact with an elderly patient yesterday. The physician was sitting at eye level with the patient, making good eye contact, and asking open-ended questions. He seemed to ...
A friend of mine recently shared a great story with me about her daughter’s recent emergency department visit. She had taken her daughter to the ED with complaints of severe stomach pain after having endoscopy. She was taken to a ...
