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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.

Showing all Articles with tag: service View All Articles
From the Bedside: Cleveland Clinic Nurses Have Heart on the Brain

From the Bedside: Cleveland Clinic Nurses Have Heart on the Brain

Saturday, February 21, 2015
By K. Kelly Hancock, MSN, RN, NE-BC, Executive Chief Nursing Officer, Cleveland Clinic For the 28 days of February, one of the body’s most incredible organs – the heart – and several heart-associated topics will be on the minds of many throughout the U.S., including the 12,000 nurses of Cleveland Clinic health system. Tags: communication, service, nursing
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Hospital and Caregiver Honored During Patient Experience Summit

Hospital and Caregiver Honored During Patient Experience Summit

Thursday, May 29, 2014
By AfPE Staff During the 5th Annual Patient Experience Summit, AfPE recognized the winners of its annual Practice of the Year Award and its inaugural Outstanding Caregiver Award. Tags: culture, Patient Experience Summit, service, best practices, HCAHPS, nursing
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Webinar: The Volunteer Impact on the Patient Experience

Webinar: The Volunteer Impact on the Patient Experience

Wednesday, May 28, 2014
By AfPE Staff By thinking about where volunteers can add the most value, creating roles that are meaningful, and measuring impact, the ongoing presence of volunteers can increase patient experience and patient satisfaction scores. Tags: responsiveness, patient engagement, service
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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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Patients Are Always First But Not Always Right

Tuesday, August 27, 2013
By James Merlino, MD, Chief Experience Officer, Cleveland Clinic Health System, President, Association for Patient Experience We are in the ultimate customer service business. There is nothing more personal or service-oriented than healthcare. Think about what we do! People, patients place their absolute trust in us; they put their lives in our hands. This occurs at their most vulnerable and often most frightening time of their lives. We have an absolute responsibility to care for them. But while this is the most important customer service business, we are in a customer service business where the customer is not always right. Tags: service, safety, patient satisfaction
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