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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

Showing all Articles with tag: patient satisfaction View All Articles

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: 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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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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