Patient compliance with all needed pre-op behaviors rose from 0 to 64%. "Because patients are very stressed; they're anxious before surgery; they've got a lot of other things on their mind other than what we want them to do."
What Makes an Experience Memorable? Rain, wind and severe flooding were predicted in Washington DC last Friday. From my window at the Phoenix Park Hotel, I saw a woman running full speed around the corner at the National Postal Museum and up North Capitol Street. She had a satchel in one arm; her other arm held […]
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Older People And Preventative Screenings What’s the best way to communicate that preventive screenings are no longer recommended due to someone’s age? How can we convey the information in a way so the person does not feel they will soon be put out to pasture? Last month, Health Expectations published results of a qualitative study […]
Team Meeting Questions Regarding Older Patient Experience In her memoir, Betty White described significant losses – the death of her husband and diminished hearing. Let’s take the easier loss first. “People can even seem to get a little annoyed when you say “What?’ too many times. They’ll repeat themselves, but frequently without making it one […]
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Working on a service experience project for a client, I was invited to attend a survey feedback
call for the organization.
Expertly taught by,
SUSAN KEANE BAKER
YOUR PARTNER
FOR HIGHER HCAHPS SCORES
"the best relationships in our lives are those in which we're treated with respect and the other person is as well."
SKB
EDUCATOR, HEALTHCARE leader,
SPEAKER, AUTHOR, empathy expert
Ready to transform your team?
give them a learning experience that unlocks the potential inside
