Stimulus Podcast 64 - Patient Experience, Not Satisfaction, is What's Important

<p><span style="font-weight: 400;">Justin Bright MD, CPXP is an attending physician and the Assistant Medical Director for Patient Experience in the Department of Emergency Medicine at Henry Ford Hospital in Detroit. He is fascinated by the intersection of patient experience, interpersonal communication, customer service, and employee engagement. Check out his ideas at</span> <a href= "http://www.ptexpmd.com/"><span style= "font-weight: 400;">www.ptexpmd.com</span></a> <span style= "font-weight: 400;">or on</span> <a href= "https://open.spotify.com/episode/5SzAS4OF5Iej3c2ypoXjSP"><span style="font-weight: 400;"> The Patient Experience podcast</span></a> <span style= "font-weight: 400;">on Spotify, Apple Music, or any other listening platform you enjoy.</span> <span style="font-weight: 400;">In this episode, we learn that patient satisfaction and the patient experience are different things. We can improve the patient experience by asking open-ended questions,</span> <span style= "font-weight: 400;">recognizing nonverbal cues, validating emotion, and pausing to listen.</span></p> <div data-draftjs-conductor-fragment= "{"blocks":[{"key":"etoif","text":"We discuss:","type":"unstyled","depth":0,"inlineStyleRanges":[{"offset":0,"length":11,"style":"BOLD"}],"entityRanges":[],"data":{"dynamicStyles":{"line-height":"1.38"}}},{"key":"fmdb2","text":"","type":"unstyled","depth":0,"inlineStyleRanges":[],"entityRanges":[],"data":{}},{"key":"9g3uq","text":"A patient satisfaction survey rant [02:45];","type":"unstyled","depth":0,"inlineStyleRanges":[{"offset":0,"length":43,"style":"BOLD"}],"entityRanges":[],"data":{"dynamicStyles":{"line-height":"1.38"}}},{"key":"1h95t","text":"People who fill out the surveys tend to be dissatisfied. The happiest patients may write a letter to the department chair, but they may do this in lieu of filling out the survey. Who wants to duplicate their efforts?","type":"unordered-list-item","depth":0,"inlineStyleRanges":[],"entityRanges":[],"data":{"dynamicStyles":{"line-height":"1.38"}}},{"key":"8d