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Patient Satisfaction

From Planetree to Patient Experience – A CNOs Story

From Planetree to Patient Experience – A CNOs Story

My early nursing career offered me a variety of care areas and work settings. Shortly after graduating with my BSN, I began my nursing career in Labor & Delivery at a hospital in downtown Omaha. While not as notorious as some other inner-city facilities in the country, it was a reality check and an often-stressful setting for a ‘farm-girl’ from rural Nebraska. My eyes were quickly opened by the...

The Importance of Patient Experience for Margin and Market Share

The Importance of Patient Experience for Margin and Market Share

If you’ve worked in healthcare for any length of time you’ve probably heard the saying “no margin, no mission.” As a nursing leader, I had to learn terms like EBIDA, productive versus non-productive hours, fixed assets, expense variances, and the intricacies of tax accountability for regular payroll versus bonus hours. Advancing up the leadership ladder took me further away from my undergraduate...

Helping Patients Feel Comfortable Giving Feedback

Helping Patients Feel Comfortable Giving Feedback

One of the realities of life is that we are constantly giving and receiving feedback. Sometimes feedback is formal, such as annual performance reviews or meetings with supervisors or faculty. Other times it is as casual as a reassuring smile from a colleague or mentor when mastering a new task or comforting another. How we process and apply feedback is influenced by many things. Comments or...