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Staging the Best Possible Experience for Patients: ALWAYS

06/25/2014 | 10 Comments

Staging the Best Possible Experience for Patients: ALWAYS.

A few weeks ago, I offered a blog on patient experience. I am really passionate about the subject. After all, don’t we all expect the best possible experience, ALWAYS?  I am struggling a bit on why we cannot ALWAYS create and stage the best possible experience for our patients.

As I think about the “critical few” and reflect more about Fred Lee’s message (2010) on “staging the experience,” I would like to offer some tactics:

  1. Greet the patient by name  and always Introduce ourselves cheerfully
  2. Comment on anything special in the room, like flowers or family pictures
  3. Meet and greet all other  people in the room
  4. Ask if there is anything else that the patient, or visitor, needs
  5. Express empathy with expressions of feelings
  6. Ask the patient if he/she want the door open, closed, or partially open
  7. Remember each conversation (from each day) and build on it.

For those of you who have read Fred Lee’s work, he would say “Yes, do all of the above before you initiate the task that you came in to the room to perform.”  Aside from an emergency situation where the clinical activities must be prioritized, can we do this as nurses? What are the barriers preventing us from ALWAYS staging the best possible experience for our patients?

Lee, F. (2010). If Disney Ran Your Hospital: 9 ½ Things You Would Do Differently.

Source: Sylvain "Syl" Trepanier, DNP, RN, CENP, past vice president & system chief nursing officer
Content Updated: 6/25/2014 8:53:43 AM
10 comments about this post
Teri 6/25/2014 10:46:55 AM

Such simple things to do and yet how we would all want to be treated! Love this subject!

Melissa 6/25/2014 8:40:20 PM

I think we see this as an either or. We do not always know how to do this and our tasks together. I know our patients want/need this. We have to take ownership of our practice to see both as equally important.

Linda D 6/25/2014 10:03:31 PM

This is so basic yet we seem to miss it. Has technology made us forget our interpersonal people skills?

Pat 6/26/2014 11:24:33 AM

The critical 7 are perfect. Kindness is everything.

Angela 7/1/2014 12:24:08 PM

Even in emergency situations it's possible to do most of the above 7 items. It takes only a second to connect on a personal level with someone and to let them know you will do your best for them.

Beth 7/1/2014 1:58:55 PM

i found this quote by an unknow author, How true it is: "If you want to touch the past, touch a rock. If you want to touch the present, touch a flower. If you want to touch the future, touch a life".

Joyce Tharp 7/2/2014 10:38:27 AM

Common courtesy and kindness...a lost art in our field!

Linda B 7/2/2014 2:11:34 PM

Simple things to do which make a difference. I know because I have been a patient on more than one occasion at MVH. When the caregiver did these things it has made me feel like they were interested in me and cared about me. We all should try to put ourselves in the patient shoes and these things will be easier to do.

Dr. Syl 7/2/2014 2:21:12 PM

Thank you Beth for the quote. Very interesting considering the number of lives we have the opportunity to touch as a nurse.

Heidi 7/3/2014 9:14:31 AM

It seems the prevailing attitudes in our society are sarcasm and a me first attitude. All of us have experienced this. However I believe "we" are all better than this. Common human kindness is not enough. We need Uncommon kindness. I believe we can do it.

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