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Newsletter

Welcome to Patient Experience + News and Trends, AfPE's monthly newsletter. Join us each month for articles, developments and opportunities. If you have information or news you would like considered for the newsletter, please contact Jen Edse.

Transforming Healthcare Through Empathy and Innovation

Thursday, April 17, 2014
By James Merlino, MD, Chief Experience Officer, Cleveland Clinic Health System, President, Association for Patient Experience “The only reason healthcare organizations exist is because of the patient. We have to not only do the right thing for them, but we have to include empathy and compassion.” – Dr. Toby Cosgrove at the 2013 Patient Experience: Empathy + Innovation Summit. Tags: Patient Experience Summit, empathy, CXO
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Keeping Brand and Patient Experience in Balance

Keeping Brand and Patient Experience in Balance

Thursday, April 17, 2014
By Diane Stover-Hopkins, Innovation Strategy Consultant, Beacon Health System Vice President, Innovation, Lancaster General Health System In the healthcare industry it’s common that the resources dedicated to patient satisfaction strategy are separate and somewhat disconnected from brand strategy efforts. There are a variety of reasons for this, but I believe that the two pursuits should be interwoven to make the most of resources invested and to build long-term loyalty. Tags: leadership
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From the Bedside: Better Use of Hospital Lighting Could Brighten Patient’s Mood and Decrease Pain

From the Bedside: Better Use of Hospital Lighting Could Brighten Patient’s Mood and Decrease Pain

Wednesday, March 26, 2014
By Esther Bernhofer, PhD, RN-BC Nurse Researcher, Cleveland Clinic From the Bedside: Nursing on the front lines of patient experience is a monthly column featuring best practices, research and news from experienced nurses around the country. The column examines patient experience from the front lines of care, through the eyes of the nurse. Tags: research, nursing
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From the Bedside: Purposeful Rounding Essential to Patient Experience

From the Bedside: Purposeful Rounding Essential to Patient Experience

Thursday, February 27, 2014
By K. Kelly Hancock, MSN, RN, NE-BC, Executive Chief Nursing Officer, Cleveland Clinic From the Bedside: Nursing on the front lines of patient experience is a new monthly column featuring best practices, research and news from experienced nurses around the country. The column examines patient experience from the front lines of care, through the eyes of the nurse. Tags: service, HCAHPS, nursing, rounding
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Conversations with the CEO: Dr. Kurt Newman of Children's National Health System

Conversations with the CEO: Dr. Kurt Newman of Children's National Health System

Friday, January 31, 2014
The following is an interview featuring Kurt Newman, MD, President and CEO, Children's National Medical Center and Kathy Gorman, MSN, RN, NEA-BC, Chief Operations Officer and Executive Vice President of Patient Care Services. Tags: employee engagement, culture, patient engagement, leadership
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Time for Patient Experience Spring Cleaning - Focus on Interior Standards

Time for Patient Experience Spring Cleaning - Focus on Interior Standards

Wednesday, January 29, 2014
By As we prepare for the renewal of Spring (hurry, hurry), it's a good time to see if you've been walking by some patient experience faults within the hospital or physician office spaces. Tags: environment
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Code Lavender: The Sweet Smell of Support

Code Lavender: The Sweet Smell of Support

Wednesday, January 29, 2014
By Rev. Amy Greene, Director of Spiritual Care, Cleveland Clinic In any hospital, “CODE” means something needs urgent attention. In an attempt to signal both urgency and calm, Cleveland Clinic uses the term “Code Lavender” to signal the need is urgent, but the point of the code is to try to bring some calming influence to a painful or stressful situation. Tags: culture, empathy
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Every Hospital is a Children's Hospital

Every Hospital is a Children's Hospital

Tuesday, November 26, 2013
By Diane Stover-Hopkins, Vice President, Innovation Lancaster General Health System and Certified Experience Economy Expert When meeting colleagues at a hospital that is new to me, one of my first questions is if they have a children's hospital. Almost always I hear, "No" or "No, we have a small pediatric unit." After further probing I typically learn that they see many children in their emergency department, do frequent outpatient pediatric procedures and may see tons of children in their urgent care or retail care locations. Tags: culture, design
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Rating the Ratings: How the Brazilian Health System Rates its Service Providers

Rating the Ratings: How the Brazilian Health System Rates its Service Providers

Thursday, October 24, 2013
By Feliphe Lavor The health insurance providers’ regulatory agency in Brazil initiated a series of activities to define the most appropriate way to present a rating of health insurance providers to its consumers. Tags: design, transparency
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10 Inexpensive Tools to Build Empathy

10 Inexpensive Tools to Build Empathy

Thursday, October 24, 2013
By John McKeever, MBA The patient experience encompasses much more than the time spent as a patient at your facility. It begins with awareness and information seeking and extends long after discharge and receiving the final bill. Tags: communication, empathy
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