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The care experience needs empathy

April 2nd, 2014

by Anthony Cirillo

By now you have probably read about my saga.

  • Dec. 17: my wife's brother passes away; my sister is diagnosed with cancer
  • Dec. 31: my daughter has baby boy, Adam Joseph
  • Jan. 15: my sister passes away
  • Feb. 7: my son has baby girl, Skylar Olivia
  • Feb. 22: my mom moves into an independent living residence near me in North Carolina
  • Today: try to get back to a "normal" life

Part of settling mom into her new residence was arranging for her first visit with a new primary care physician. Here is a little bit about how it went: The physician looked over her records before coming into the room. At 92, mom has a litany of ailments and medications, but using a walker has been her only compromise in recent years. When the physician entered, he quickly dispensed with the clinical aspects of her care.

=> Read more!

Senior patient experience leaders needed

March 20th, 2014

by Jason A. Wolf

This headline is not for a job listing. But it should be one you seriously consider.

I and a number of colleagues--from fellow Hospital Impact blogger Anthony Cirillo and first named Chief Experience Officer (CXO) Bridget Duffy, M.D.--continue to stress the importance of having a senior experience leader.

Early investigations at The Beryl Institute showed that organizations possessing a focused senior experience leader tended to outperform others on standard experience surveys. More so, our benchmarking research and surveys from other organizations reinforce that patient experience remains a top priority for healthcare leaders.

=> Read more!

The staff experience: Employees have human needs too

March 4th, 2014

by Anthony Cirillo

This month's blog post extends from both my January and February posts. In January, I shared how short-sighted financial decisions hurt patient experience.

In February, I discussed my new role as primary caregiver to my mom, suggesting that instead of focusing on patient experience, we should look at the human experience.

One comment on the January post serves as a good segue for the rest of this piece.

"Health and wellness, just as death and dying, affect all of us. Clinicians and administrators share in the wins and defeats in healthcare. As nurses, we need to be in the mix, collaborating with various stakeholders, while holding the hand of another human being to ease their suffering."

=> Read more!

Don't forget caregivers in person-centered care

February 17th, 2014

by Anthony Cirillo

Since last month's blog post, things only worsened. My sister, whose experience of care I wrote about, passed away Jan. 15, less than a month after her cancer diagnosis.

In some ways it was like two people died. My mother not only lost her daughter but also now faces the reality that after a decade of living with her daughter in Florida, she has to move to North Carolina. My wife and I spent our time in Florida grieving for my sister while starting to pack up mom for a move to an independent living residence not far from us.

I work in both the hospital and the long-term care/aging space. And I know a fair amount of what it takes to be a family caregiver--Heck, Forbes cited me in an article about turning caregiving from a burden into an opportunity.

Well, I thought I knew.

=> Read more!

Shortsighted financial decisions damage patient experience

January 14th, 2014

by Anthony Cirillo

I have spent a lot of time in hospitals recently as my sister was diagnosed with an aggressive lung cancer.

One observation that should be of no surprise - you wait and you wait and you wait. That has been the experience of care for her in two different hospitals in the Melbourne, Fla., area over the holidays. Waiting--an extra hour beyond when your pain medications are due. Waiting--more than an hour after your respiratory treatment was due.

Make no mistake. The staff is apologetic and overworked. Without saying it in words, they know delays impact care, outcomes and ultimately patient experience. And they are quick to volunteer the reason why--understaffing.

=> Read more!

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