Patient Experience

Reducing Anxiety: The Foundation of Creating a Great Customer Experience

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Anxiety is a normal human condition. We feel it in the form of worry, nervousness, or discomfort about a situation that may involve uncertainty, danger, or an anticipated future event. At times, anxiety in moderation is helpful. It can improve performance, motivate us to act, spur us on to solve problems, and alert us to potential threats. When anxiety stops being occasional and becomes constant, it stops helping and starts working against us. That’s where…
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Rewiring the Emergency Department Starts with How We Lead

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Emergency departments are under a level of strain unlike anything leaders have faced before. Clinical complexity is rising. Teams are younger and less experienced. Leaders are often promoted without preparation. And systems built for a different era are now being stretched beyond their limits. In a recent Healthcare Plus Podcast conversation, Dan Collard spoke with Regina Shupe about her new book, Rewiring the Emergency Department: Innovative Solutions for Modern Emergency Medicine, and what it takes to lead effectively…
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The Future of Emergency Care Starts With Rewiring (We Can’t “Treat and Street” Our Way Out of This)

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Emergency department volumes are up. Patient complexity is rising. And care teams are often newer, stretched, and carrying more emotional load than ever before. Yet many EDs are still trying to solve today’s problems with yesterday’s solutions. That’s why I wrote Rewiring the Emergency Department: Innovative Solutions for Modern Emergency Care. This book is not about incremental fixes or quick wins. It’s about rewiring how the ED is designed, led, staffed, and supported so it…
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Human-Centered Leadership Joins HPSG: How Three Nurse Leaders Turned Evidence Into a Movement

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When the founders of uLeadership—Kay Kennedy, Lucy Leclerc, and Susan Campis—met in 2019, they were seasoned nurse executives who had spent years working all day and night to serve teams and patients. Then they hit a wall. “We were at a point in our career where, quite honestly, we felt a little burned out,” says Leclerc. “We were high level, overachieving work all day and night type leaders, and that’s probably part of why we…
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Six Powerful Tactics That Elevate Patient Experience

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Patient experience has changed tremendously over the years. Early in Quint Studer’s career, some 80 percent of C-suite people were unaware of their results in this area. Today, in part due to Quint’s work in the field—he connected patient care to the concept of customer service, and has been credited with putting patient experience “on the map”—it is now a vital part of healthcare. Even so, with budget reductions, restructuring, and other challenges, many organizations…
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Receptionist and businesswoman at hotel front desk

When Serving Customers, Small Gestures Are Noticed and Appreciated

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Do small gestures and personal touches make a big difference—or at least some difference—when serving customers? I feel the answer is yes. In fact, in a world that’s increasingly automated and impersonal, they are more noticed and appreciated than ever. I was on the way to a workshop in Austin, Texas. My presentation was scheduled for day two. I decided to arrive early so I could attend the afternoon session for day one. My plane arrived around…
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