patient experience, patient anxiety, patient satisfaction, anxiety reduction, anxiety mapping, presence, staff engagement, identifying anxieties, communication, positive intent, language of caring, advocate
Unlike Disney customers, healthcare customers experience rampant anxiety. Studies of patient satisfaction show that the efforts employees make to ease patient anxiety is highly correlated with overall satisfaction ratings. This webinar identifies and illustrates powerful, concrete tools for using anxiety reduction as a driver of improvement in the patient experience. It highlights the impact of anxiety reduction on patient satisfaction, how to use anxiety mapping to create an improvement agenda. The session also reviews how to design and consistently deliver anxiety-reducing messages throughout our care and service processes and how to engage staff in embracing anxiety reduction as a pivotal goal and developing the skills to reduce anxiety in their everyday interactions.
Presented by Wendy Leebov, Partner, Language of Caring