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‘How’ Trumps ‘What’ in Patient Experience Success


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Since my last blog post where I stressed the need for our continued commitment to push the patient experience movement forward I have had a positive, life-changing experience.

Early on Friday, April 19, as we were wrapping up Patient Experience Conference 2013, my wife called to let me know she was having contractions. "Nothing imminent," she calmly told me.

It is not often you spend three intense conference days stressing the critical importance of patient experience--of people and process, patient perspective, strategic imperative--only to turn around and be that patient or family member yourself. But those three days were followed by three days admitted to the hospital--experiencing labor and delivery (L & D), post-partum care and watching everything our caregivers did to provide for my wife, our new son and me.

It reinforced the point I often stress--that we will all be patients and family members some day.

You can read the rest of this post at FierceMarkets’ Hospital Impact blog, where this piece was originally published on May 22, 2013.

More Blog Posts by Jason Wolf

author bio

Jason A. Wolf, Ph.D., is president of The Beryl Institute, where he specializes in organizational effectiveness, service excellence, and high performance in healthcare, working to improve the patient experience. You can follow him @jasonawolf and The Beryl Institute @BerylInstitute on Twitter. His posts appear on FierceMarkets’ Hospital Impact blog, which is a blog written by and for hospital executives, physicians and other healthcare thought leaders.

Tags for this article:
Health Care Quality   Pregnancy/Childbirth/Breastfeeding   Patient Engagement   Find Good Health Care  

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