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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 info@patient-experience.org.

Leaders Perspective: PROVE IT! Establishing Evidence-Based Experience and Communication

Monday, April 15, 2019
By Laura Cooley, PhD, Senior Director of Education and Outreach, The Academy of Communication in Healthcare, Editor-in-Chief, Journal of Patient Experience.
“The surveys are flawed - the sample size is too small. Communicating effectively takes too much time. My patients mostly care about my clinical expertise...”

Despite growing interest in the realm of patient experience, clinicians and healthcare leaders continue to refute the validity and impact of patient experience. In response, we must strengthen our ability to PROVE IT!
Tags: communication, quality improvement, education, perspective, patient satisfaction
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The Leaders Perspective: Shared Decision-Making: Why Choose Between Employee Engagement and Patient

Tuesday, March 12, 2019
By Nathan Cunningham, VCU Health
Cake. To have it, or to eat it. That is the question. Well, sort of. The relationship between employee engagement and patient experience has evolved from a “chicken or the egg” conversation into the realization of a symbiotic relationship. Yet, there is still a belief in the industry that successful improvement initiatives must focus on one or the other. Why not design an improvement initiative that simultaneously improves both? Let’s have our cake and eat it, too. Tags: employee engagement, culture, communication, patient engagement, best practices, leadership, quality improvement, perspective
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The Leaders Perspective: Tips to Ensure Your Strategy Thrives During Dynamic & Often Turbulent Times

Thursday, February 14, 2019
By Shawn Smith With the February 2019 CMS Star Rating release looming, I am sure everyone is reflecting on their strategy. Many of us in the patient experience space are asking ourselves how we feel about the progress we set out to achieve this fiscal year or even what was or wasn’t achieved last year? I imagine the majority of us had strategies in place originally, but for some reason or another, they were stalled due to competing priorities. Tags: employee engagement, culture, leadership, quality improvement, teamwork, patient satisfaction
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The Leaders Perspective: All Is One

Wednesday, January 02, 2019
By Joan Luise Hill The wrist bone is connected to the arm bone… or at least that is what the song says. It is a way to realize that our bodies are made up of interconnected parts and a reminder that illness or injury to one part is likely to have an effect on another. Crutches while great for keeping the weight off an injured limb, might result in some back or shoulder pain and we all know medication can cause annoying and unexpected side effects in areas completely unrelated to the problem it is intended to solve. Tags: communication, patient engagement, quality improvement, education, wellness, patient satisfaction
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The Leaders Perspective: The Patient-Centered Era is the Critical Next Step in Biopharmaceutical Evo

Tuesday, September 25, 2018
By Doug Noland Biopharmaceutical science has the capability to drive change in our society and write a new storyline for public health. However, science, acting in a vacuum, cannot and will not achieve this change. For this transformation to occur, we must continue to engage the patient throughout the development and dissemination of these life-changing advances. Tags: patient engagement, empathy, patient satisfaction
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The Leaders Perspective: Industry Voices—As hospitals evolve, so must patient experience management

Thursday, August 16, 2018
By Anthony Cirillo

Forget the patient experience in hospitals. Forget the resident experience in senior communities. It’s time to think about the aging experience holistically.

Most inpatient stays—and, for that matter, most of healthcare—is consumed by older adults.

In 2015, nearly 13 million inpatient hospitalizations were adults age 65 and older, according to late 2017 data. Boomers followed with close to 9 million hospitalizations. 

Yet the experience of care for older adults has not significantly changed over the years.

Tags: culture, quality improvement, education, family caregiver
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The Leaders Perspective: What Matters Most

Monday, July 09, 2018
By Kim Pyles, M.Ed, FACHE, CPXP
System Vice President
Ochsner Health System

I recently received this remarkable letter from a physician;

“I wanted to share a recent experience with all who have the privilege of working with patients. I write this feeling quite humbled.  Please allow me to give a little background about my medical history so that one may better understand my perspective. It’s been quite some time since the table was reversed for me that is from doctor to patient yet this recently happened. I have had several admissions as a child due to a chronic GI condition and I think I may have forgotten what is what like or perhaps my perspective was different as a child.  This recent experience involved a malady from a recent travel abroad and found me three days (as an inpatient on a) Medsurg floor. As I reflect upon my experience I realized a recurring theme that changed the whole experience from the moment I entered the ED to my discharge.   Simply put people were kind."

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The Leaders Perspective: Is the Secret to the Patient Experience… Associate Engagement?

Thursday, April 12, 2018
By Leigh Reisberg
The secret to the patient experience is associate engagement. Might seem a little weird, I know, but just go with me on this. Tags: communication, patient engagement, teamwork
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From the Leaders Perspective: When Saying 'No' Adds Value

Tuesday, March 06, 2018
By Sara M. Sluder, Program Director, Patient Experience
Legacy Health, Portland, Oregon
Early in my career, a leader I worked for told me that some of us are Teflon, and others are Velcro.  Tags: best practices, leadership, perspective
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From the Bedside: Healing Hearts: The Nurse's Role

Tuesday, February 27, 2018
By Kelly Hancock, DNP, RN, NE-BC February is American Heart Month, which brings attention to the world’s leading cause of death – cardiovascular disease. According to the American Heart Association, more than 17.9 million people die from cardiovascular diseases every year.
What exactly is the nurse’s role in helping patients with cardiovascular disease? Consult QD talked with Shannon L. Pengel, MSN, RN, NE-BC to find out.
Tags: communication, patient engagement, nursing, teamwork, advanced practice providers
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