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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.

Can we Agree on the Patient Experience Never Events?

Can we Agree on the Patient Experience Never Events?

Monday, September 29, 2014
By Diane Stover Hopkins
Certified Experience Economy Expert
Innovation Strategy Consultant
It seems now that the patient experience is becoming better understood as a crucial aspect of healing and strategy, the Never Event concept should be considered to help advance patient satisfaction. Tags: safety
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Leveraging the Pharmacy Enterprise to Improve the Patient Experience

Leveraging the Pharmacy Enterprise to Improve the Patient Experience

Wednesday, August 27, 2014
By Scott Knoer, MS, PharmD, FASHP, Chief Pharmacy Officer, Cleveland Clinic


A patient’s medication is the common thread in their life that crosses all levels of the healthcare continuum. If medications are managed appropriately, we will improve the patient experience as well as patient outcomes. We will control costs and not only eliminate readmissions but prevent many admissions in the first place. Tags: responsiveness, pharmacy, medication
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From the Bedside: Image is more than a uniform

From the Bedside: Image is more than a uniform

Wednesday, August 27, 2014
By K. Kelly Hancock, MSN, RN, NE-B.C, Executive Chief Nursing Officer, Cleveland Clinic

What is in a brand, and how does it relate to the image of nursing? This was the concept a group of researchers at Indiana University Health (IU Health) led by Lucia D. Wocial, PhD, RN, a nurse ethicist and clinical nurse specialist, explored through a qualitative study. Tags: nursing
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From the Bedside: Curbing Patients' Pain

From the Bedside: Curbing Patients' Pain

Wednesday, July 30, 2014
By K. Kelly Hancock, MSN, RN, NE-BC, Executive Chief Nursing Officer, Cleveland Clinic
In May, a patient on an in-patient unit at Cleveland Clinic’s main campus who was upset about his pain management began to verbally abuse the nursing staff. Tags: responsiveness, nursing, pain
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Webinar: Promoting Patient Experience Through Vibrant Bioethics Resources

Webinar: Promoting Patient Experience Through Vibrant Bioethics Resources

Wednesday, July 30, 2014
Creating positive patient experience is particularly hard when patients and their families face difficult decisions or transitions. Tags: ethics
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In Pursuit of Great Flow: The

In Pursuit of Great Flow: The "In Good Hands" Route to Exceptional Experiences

Wednesday, July 30, 2014
By Diane Stover-Hopkins
Certified Experience Economy Expert
Innovation Strategy Executive, Beacon Health System
Vice President Innovation, Lancaster General Health System
One of the most important signals we send to patients is whether or not those caring for us work as a prepared, positive and coordinated team. Tags: communication, responsiveness, teamwork
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The Power of Acknowledgments and their Impact on Patient Experience

The Power of Acknowledgments and their Impact on Patient Experience

Thursday, June 26, 2014
By Don Sibery, MHA, FACHE, President and Managing Partner, Decisive Consulting Solutions
Diane Bates, Director, Organizational Development, Renown Health
Fundamental to this article are two beliefs: 1) People will do what they are rewarded for; and
2) Healthcare employees cannot give to patients what they do not get from their employers.
Tags: employee engagement, leadership
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From the Bedside: Care Coordination, Improving Patient Experience, Outcomes and Affordability

From the Bedside: Care Coordination, Improving Patient Experience, Outcomes and Affordability

Thursday, June 26, 2014
By K. Kelly Hancock, MSN, RN, NE-BC, Executive Chief Nursing Officer, Cleveland Clinic Care coordination has always been imperative in the healthcare industry, serving as a foundational center of medical practice for years. However, in the new healthcare environment, the topic is getting renewed attention as part of a widespread effort to help health systems better manage high-risk patients. Tags: patient engagement, safety, nursing, teamwork
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Webinar: Expanding Your Experience Culture - Training Internal Coaches

Webinar: Expanding Your Experience Culture - Training Internal Coaches

Monday, June 23, 2014
Learn how to select and train internal coaches to assist leaders and front-line staff in the pursuit of extraordinary experiences. Tags: employee engagement, culture
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