People more easily remember their last medical encounter than their most recent birthday, Jason Wolf, executive director of The Beryl Institute, said about an informal survey of his colleagues. At times of heightened emotions in medical situations, people become particularly aware of what is happening around them and it becomes engrained in their memory, Wolf wrote in a Hospital Impact blog post this week.
He encourages hospitals to shift their perspective from "ours" to "theirs." "Patient experience is something provided to a patient and their family," Wolf said. He noted it's important to understand that perceptions vary based on individual characteristics such as beliefs, values, cultural background, and one cannot guarantee the "same" experience for anyone. --Read the full blog post on Hospital Impact