A new white paper by The Beryl Institute shares perspectives of seven physicians on the importance of physician involvement in improving overall patient experience.
Latha Shankar, MD, Medical Director of Urgent Care Services at Presbyterian Health Care in Albuquerque, N.M., shares what she has learned through personal experience in the urgent care setting and how she and her team have worked to identify the core tenets of a powerful and positive experience. Those lessons stress the importance of communication and are conveyed through a list of suggested actions the physicians can immediately address including:
The white paper also provides insights of six other physician leaders from hospitals throughout the United States in personal interviews addressing how they view the physician’s role in impacting patient experience, challenges and opportunities faced in engaging physicians and how physicians themselves can take on accountability for influencing experience.
The complete white paper, titled "Physician Perspectives on Patient Experience," is available for download at www.theberylinstitute.org.
Latha Shankar, MD, Medical Director of Urgent Care Services at Presbyterian Health Care in Albuquerque, N.M., shares what she has learned through personal experience in the urgent care setting and how she and her team have worked to identify the core tenets of a powerful and positive experience. Those lessons stress the importance of communication and are conveyed through a list of suggested actions the physicians can immediately address including:
- Remember the power of intention
- Practice communication etiquette that suits your style
- Ensure a powerful first impression
- Deliver lasting goodbyes
- Develop specific scripting
- Listen without interruption
- Offer blameless apology
- Wow the patients
The white paper also provides insights of six other physician leaders from hospitals throughout the United States in personal interviews addressing how they view the physician’s role in impacting patient experience, challenges and opportunities faced in engaging physicians and how physicians themselves can take on accountability for influencing experience.
The complete white paper, titled "Physician Perspectives on Patient Experience," is available for download at www.theberylinstitute.org.
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