"What are the most common pieces of feedback we hear when patients send us letters or complete their surveys?"
How we are treated by others impacts how welcome we feel. In Healthcare, how welcoming we are to a patient establishes trust and can affect the outcome of healing. This ability to heal with 'human medicine' is the cornerstone of patient satisfaction and experience.
Johns Hopkins' Dr. Peter Pronovost and Jane Hill were posed the above question, and collaborated to find the answers. After compiling a list of a Patient's Top Ten List, U.S. News reported on their findings in October 2015.
Lisa Allen, Chief Patient Experience Officer for Johns Hopkins, presented the list written in the patient's voice, hoping to drive home the importance of the patient's impressions. Allen says, "They are asking us to treat them as a person, with caring and empathy."
Dr. Peter Pronovost, MD, PhD, is the director of the Armstrong Institute for Patient Safety and Quality and Senior Vice President for Patient Safety and Quality at Johns Hopkins Medicine. Jane Hill is Johns Hopkins’ Patient Relations Director.
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