April 22nd, 2024
I heard an incredible story last week about a father’s journey through his daughter’s childhood cancer. One thing the father said struck me to the core. He said, “Technology didn’t save my child’s life, communication did.” He went on to share his personal patient experience. His concerns were diminished and his inquiries were delayed until he ...
March 8th, 2024
Yesterday, I was doing physician communication training with a large group of doctors. To give context, I showed them their current patient experience scores focused on physician communication. One of the attendees raised his hand and said, “There has never been any ...
February 20th, 2024
Healthcare is confusing, and it's often needed when we are at our most vulnerable. Despite major improvements in the patient experience over the years, deep chasms remain. And, in my experience, the gaps are often due to faulty healthcare systems ...
January 5th, 2024
As long as healthcare leaders have measured patient experience, they’ve seen a strong correlation between nurse communication and the overall experience. After 25 years of conducting communication skill training for nurses, I have made a few important observations about the subject, ...
December 19th, 2023
Over the past few weeks, I have had the pleasure of working with the nurses of BronxCare and sharing the Nurse/Patient Partnership experience. Reading through hundreds of evaluations taught me how much they value time where they can gather and ...
November 17th, 2023
Looking for a best practice? Here’s an idea…
Blog by Angela Fieler
I have been focused on improving the patient experience for the better part of my adult life. Over the years, one thing I’ve learned is that a best practice doesn't ...
October 19th, 2023
I once read a great quote, “An apology is the superglue of life. It can fix just about anything.” I don’t know where the quote originated but it became etched in my mind because of its simple truth. A simple ...
September 4th, 2023
The digital front door is opening wider every day, and with it, consumer convenience in everything from scheduling appointments to paying bills and asking medical questions of their providers. But be careful not to put all your eggs in one ...
August 21st, 2023
In the competitive world of healthcare, customer service has the biggest impact on an organization’s reputation and success. Your brand is a promise. It should reflect your commitment to delivering a consistent patient experience. The big question is whether your ...
August 14th, 2023
In an increasingly competitive healthcare landscape, customer service remains pivotal in defining a facility's success. Often, it's the little things that make all the difference – the seemingly insignificant gestures, the empathetic responses, and the willingness to listen and receive ...