ABOUT THIS EPISODE
Patient experience is more than a measure of satisfaction. It is shaped by every interaction a patient and family have throughout their care. Suzanne Smith, System Director of Patient Experience at Main Line Health, joins host Shannon Hale to discuss how intentional communication, empathy and presence can improve patient experience. They explore Main Line Health’s ED Ambassador Program, its organization wide approach to patient experience and the small behaviors that can make a meaningful difference for patients, families and care teams.
Guest Speaker:
Suzanne Smith, M.Ed., CPXP
System Director of Patient Experience
Main Line Health
Host:
Shannon Hale, MHA, RN, CPHQ
Senior Program Director, Performance Improvement Programs
Vizient
Show Notes:
[00:48] How Main Line Health approaches patient experience as a partnership across quality, safety and care.
[04:16] Supporting care teams by removing barriers, elevating the patient voice and using feedback to improve the patient journey.
[07:48] Building an organization wide culture of patient experience through intentional communication, empathy and presence.
[09:59] How ED ambassadors help patients and families navigate busy emergency departments while supporting clinical teams. [12:47] The real-world impact of an ED ambassador who helped a family navigate a traumatic emergency with clarity and compassion.
[15:25] Starting discharge planning early so patients understand their care, know what comes next and feel confident asking questions.
[17:04] Why clarity, empathy and small human behaviors can have a lasting impact on how patients experience their care.
Links | Resources:
Contacting Knowledge on the Go: picollaboratives@vizientinc.com
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