Episode #17: What about the patient experience? After thoughts with Anne Chamberlin

What about the patient experience? After thoughts with Anne Chamberlin  

Introduction to Episode:

In one of our previous episodes our guest, Ben Moulton said “Patients are the co-pilot in the airplane called better healthcare” .

In a person-centered approach to care hearing the person’s voice and engaging them in decision-making is critical. 

How often do we hear the patient’s story? We gather patient data but are we asking patients to tell their story, to convey their experiences, and are we listening and learning from those experiences when they are told?

What is it costing, if we aren’t truly listening?

In today’s episode, we are fortunate to talk with Anne Chamberlin.  Ann shares her healthcare story and her experiences battling stage 4 cancer not once, but twice!

She helps us to shine a light on the patient and clinician satisfaction polarity from the patient’s perspective.

This is an excellent opportunity to hear from the patient’s perspective what really matters and what supports and inhibits a quality patient experience.

Episode Summary Points:

·         Patient expectations for engagement in care

·         Purposeful disengagement- when expectations are not met

·         The impact of assumptions

·         Power of communication and rapport building

·         Small things matter

·         Patients feel the clinician tensions and stress

·         There is a hidden blessing in every day

·         “Be kind to your vessel”

Previous Related Episodes:

Episode #3:  Patient and Clinician Satisfaction:  It’s not an Either/Or Choice 

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