Patient Experience

Learn how to improve the patient's experience before entering into the room. 

Preparing to Interact

Self-Awareness of Body

How are you doing?

Before entering into a patient's room it is important to consider your physical presence

  • Are you hungry?
  • Are you thirsty?
  • Are you tired?
  • Are you well?

If you answered "yes" to any of these questions, you must take a moment to tend to your personal health. Failure to do so can impact your level of concentration and the quality of the patient experience. 

Self-Awareness of Mind

Are you there?

Before entering into a patient's room you must check your presence. 

Are you in the moment?

Or, have you checked out?

It is easy to let the mind wonder to other tasks that must be completed by the end of the day. However, every patient deserves their time with you, all of you. To stay on track and in the moment during patient care, try these simple techniques:

  • Bring a pen and notepad with you to capture any thoughts or tasks you may need to attend to before the end of the day. 
  • Complete the patient's orders before leaving their room by including them into the conversation, here's how: "Ms. Lucille, I am going to enter in some orders, please think about questions you might have about today's plan of care, and momentarily I will answer them."

By adding these simple techniques into your day you can remain engaged in the patient's experience. 

Self-Awareness of Emotional Biases

Emotional Biases

Patients are frustrated and at times angry about their own situations. Unfortunately, physicians are the people who have to bear this frustration and it can cause emotional biases towards patients who display negative behaviors. To improve the quality of the experience physicians should:

  • Respond with empathy
  • Address the problem and not their actions
  • Don't take it personal

To improve the patient's experience physicians should have self-awareness of body, mind, and emotional biases before entering into the room.

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First Impressions (SAMPLE- not a real course)


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Eye Contact

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Tone of Voice

What care sounds like...