by James McKenna | Apr 1, 2020 | Patient Experience
Dr. Espinoza is a forty year-old hospitalist at a well-known hospital on the West Coast. She has a two-year old daughter, Selena, and her husband works in the financial services sector.Before the corona virus, she was the team lead. Her colleagues appreciated her...
by James McKenna | Sep 18, 2019 | Coaching, Patient Experience, Physician Leadership
“The good physician treats the disease; the great physician treats the patient who has the disease.”― Sir William OslerDr. Roberta lights up a room when she walks in.She immediately puts her patients at ease with a warm smile, kind caring eyes and often, a gentle...
by James McKenna | Jun 20, 2019 | Coaching, Patient Experience
This week’s Patient Satisfaction Tips come from Dr. Brown, Hospitalist. She addresses: Relieving the Anxiety of the Patient (AND the FAMILY) Connect with the Patient Emotionally first; clinically second. Pain Management: Crucial conversations with Drug-seeking...
by James McKenna | May 17, 2019 | Coaching, Patient Experience
When you are rounding with the nurse and discussing the overall care plan with the patient and the nurse, make sure to include a discussion about pain management at that time. At the very least let the patient know that, “We want to do everything possible to help you...
by James McKenna | Apr 16, 2019 | Coaching, Patient Experience
It begins with listening well. In the words of Sir William Osler (one of the founding fathers of Johns Hopkins) 1, “Listening is unspoken caring.” If one doesn’t truly understand the question (or the concern-behind-the-patient’s-question), then one will not truly be...
by James McKenna | Mar 13, 2019 | Coaching, Patient Experience
First, connect with patients emotionally. Instead of re-assuring patients first (“Don’t worry, we’ll take care of you”), acknowledge patients where they are emotionally by empathizing first. Say something like, “Yes, I understand that you’re nervous about what the...
