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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: communication 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: 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: 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: 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 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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It takes a Village: The Importance of the Compassionate Stranger

It takes a Village: The Importance of the Compassionate Stranger

Tuesday, February 14, 2017
By Mary Beth Modic, DNP, RN, CNS, CDE, is a clinical nurse specialist in diabetes at Cleveland Clinic main campus. She also holds a position in the Center of Excellence in Healthcare Communication in the Office of Patient Experience as the Director of Advanced Clinical Practice.  It has been suggested that patients can encounter more than 50 caregivers in a three-day hospital admission. That may seem like an exorbitant number, but not when you stop and reflect on all the individuals who interact with a patient starting with the hospital admission… the receptionist, patient transporter, phlebotomist, food service hostess, environmental service worker… the nursing assistant, physician and registered nurse… it can add up to a myriad of people entering a patient’s world.  Tags: communication, patient engagement, service, best practices, empathy, leadership, nursing, perspective, teamwork
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Communication the Cleveland Clinic Way

Communication the Cleveland Clinic Way

Friday, May 27, 2016
By Edited by Adrienne Boissy, MD, MA and Timothy Gilligan, MD, MS

Communication the Cleveland Clinic Way gives you a high-powered communications toolbox packed with advice you can apply to a wide variety of healthcare situations. Tags: communication, best practices, empathy
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From the Bedside: Patient Satisfaction and Nursing - Listening Matters, Whatever the Situation

Thursday, April 28, 2016
By Amanda Anderson, MSN, MPA, RN, CCRN

After I’d been running, infusing, checking, and turning for a few hours, with little attention to my patient’s stream of talk, she started to cry. “You do not like me!” she said. “I can tell. You think I’m so annoying!” 

Tags: communication, nursing
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Better Hospital Experiences

Thursday, February 26, 2015
By Flora Mellana-Edison
I have battled what is known as JDM (Juvenile Dermatomyositis) a rare and life-threatening autoimmune disease, where the body’s immune system attacks its own cells and tissues for seven years.
Tags: communication
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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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