Nov 1, 2021
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 www.ptexpmd.com or on The Patient Experience podcast on Spotify, Apple Music, or any other listening platform you enjoy. 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, recognizing nonverbal cues, validating emotion, and pausing to listen.
We discuss:
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