The Patient Experience is the Human Experience

The Patient Prescription is a blog where patients can give their perspective, share their insights and recommend changes in healthcare.  We believe the patient voice is critical to improving the experience. So, when David and I were asked to participate in the Beryl Institute’s Patient Experience Conference in Denver last week, we were honored and excited to participate.

With over 1,000 participants from around the globe, the conference included caregivers and nurses, physicians and support staff, patients and families, resource providers and many others who are concerned about the patient experience.

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We were asked to speak on a panel with two other patients about our personal experience and tell our health care stories. This was a wonderful opportunity to impact the conversation around improving the patient experience.

Click on the link below to view the two videos telling our stories.

Patient and Caregiver Video

Patient Stories Video

We wanted to share some highlights from our discussion.

Healthcare has changed dramatically over time. Today we have more choices about the care we receive. Developing a personal connection with your health care team is critical and if you don’t feel that connection you can find someone who you do connect with. Patients are becoming more empowered to advocate for themselves and expect better treatment.

trustcareA key theme on the panel was compassionate caregiving; doctors, nurses and other staff going above and beyond when treating the patient. The stories described physicians truly understanding and respecting the wishes, fears, and anxieties of the patients throughout their healthcare experience.

Patients want to be treated like people (not cases) with different goals and needs.  Importantly, family members are part of the equation and caregivers are often overlooked and not given the respect and support they deserve.

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What patients want and what healthcare staff thinks they want are often not one and the same. Often communication is an area where things break down.  Good communication is critical for a positive experience.

Each patient’s experience is different.

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To a patient, a healthcare experience can be life changing. I remember becoming so close to my oncology nurse and I think she was surprised by how much she would always be a part of my life, even decades after she had treated me.

Patient experience isn’t new (everyone has been a patient at some point in their life throughout time) but what is new is the idea that patients can partner with physicians, nurses and staff to help improve care and outcomes. The key is engaging patients to share their experiences, thoughts, and ideas by collaborating with staff who listen and understand and doesn’t make assumptions about what patients want and need.

The Beryl Institute’s Patient Experience Conference engaged 1,000 plus participants in this dialogue, created amazing energy and commitment around the discussion of integrating patient voices into the process of improving healthcare. Patient Engagement is important because research has shown, that patient engagement improves healthcare outcomes, quality, and satisfaction. It is clear that all voices matter as the healthcare experience is the human experience for patients, caregivers and staff delivering care.

 

Shari Berman and David Andrews are co-authors of the Patient Prescription Blog.

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