June 14th, 2022
A few days ago, I was talking to a friend about her recent, emergent, hospital stay. She described it as, “A nightmare.” Always the researcher, I had to dig a bit to learn more. What contributed to “Lauren’s” nightmare boiled ...
May 2nd, 2022
It’s no secret that small things add up quickly when it comes to the patient experience. Because high-quality and safe care is assumed by the patients and residents, it is often the small acts of kindness that stand out the most.
Throughout ...
March 15th, 2022
It can be tough to measure emotion. We send out patient surveys and comb the data for clues as to what we can do to improve our care, but at the end of the day, it’s not just the logistics ...
December 7th, 2021
During a recent coach training, the participants and I had a lively discussion about how blind spots can fuel bias in healthcare. As part of their training, participants shadow hospitalists on inpatient units to assess interactions. They also give feedback ...
November 16th, 2021
Turn a service recovery moment into a WOW experience by Angela Fieler
There is a real art to service recovery. When done well, you can turn a problem into an opportunity to shine.
I was recently stranded in an airport and was ...
July 21st, 2021
Don’t Count Me Out – How Family Members Can Help Improve Patient Experience and Outcome
By Angela Fieler
Sitting by my mom’s hospital bedside recently, I was struck by the impact COVID has had on patient-family-caregiver relationships. The healthcare team never stopped ...
July 19th, 2021
Why You Need to Engage Families for Higher Quality Safety and Service
Over the past year, family members were banned from hospitals and restricted during clinic visits. During that time, staff and providers became accustomed to focusing mainly on the patient, ...
July 15th, 2021
Create a Well Founded Service Recovery Culture - 3 Essentials for Success
Written By: Kristin Baird, RN, BSN, MHA
It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three ...
July 13th, 2021
Written By: Kristin Baird, RN, BSN, MHA
Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...
July 9th, 2021
By Angela Fieler
AIDET® is an effective communication framework Studer Group introduced to the healthcare industry about 15 years ago. Many organizations use AIDET training for patient experience consistency.
I visit a lot of healthcare organizations where the leaders say AIDET® is ...