Sweeney Healthcare Enterprises

FEBRUARY 12, 2014

There seems to be lots of talk recently about empathy in healthcare. Perhaps we have come to realize that it may be the secret sauce that is necessary to connect patients with the people who care for them. Empathy could be the thing that closes the gap between how we view ourselves as caregivers and how patients perceive us to be. In a push for truly patient centered care, organizations are claiming it as part of their promised patient experience, their brand guarantee.

Patient Experience 52

Patient Experience Communication 52

Sweeney Healthcare Enterprises

FEBRUARY 12, 2014

I’ve always had a fascination with before-and-after photos. In the 70s and 80s, when I was growing up, the only redeeming factor of my dental visits was the waiting-room magazines featuring once-morbidly obese people who now wore a size 6. They were in advertisements for a diet supplement called Ayds - a “delicious” chocolate candy that supposedly worked miracles - and as a child, I was so happy for these people’s success.

Patient Experience 52

Patient Experience 52

Sweeney Healthcare Enterprises

FEBRUARY 12, 2014

Hey healthcare professionals, do you LOVE scripting? If you’re like most audience members I speak to around the country, your resounding answer is, “NO!” Overwhelmingly, people in healthcare DO NOT like scripting. But experts agree that scripting works. It’s effectiveness has been proven in other industries (think, “It’s my pleasure” of Chick-fil-A) and some research links higher patient satisfaction scores with scripting.

Patient Satisfaction 52

Patient Satisfaction Patient Experience 52