Creating a culture of mindfulness in medicine

Originally posted on Benefits of mindfulness and meditation:

Luchterhand, C., et al. (2015). Creating a Culture of Mindfulness in Medicine. Health Innovations (Wisconsin Medical Journal), 114(3), 105-109. Full text.

Background: Well-documented challenges faced by primary care clinicians have brought growing awareness to the issues of physician wellness and burnout and the potential subsequent impact on patients. Research has identified mindfulness as a tool to increase clinician well-being and enhance clinician characteristics associated with a more patient-centered orientation to clinical care.

Objective: The overall goal of our intervention was to promote the cultivation of mindful awareness throughout our health system, creating a culture of mindfulness in medicine
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Methods: We developed a systems-level strategy to promote health and resilience for clinicians and patients by preparing a group of clinician leaders to serve as catalysts to practice and teach mindfulness. The strategy involved 3 steps: (1) select 5 primary care leaders to help foster mindfulness within both…

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Reblog: The Problem With Patient Experience

Doug Della Pietra:

This is one of (if not) the best article I’ve read on the key drivers of patient experience! Clear and simple!

Originally posted on Experience Innovation Network:

This blog post originally appeared on the PRC Custom Research blog on April 30, 2015. Co-authored by William Maples, M.D., oncologist, passionate and compassionate champion for experience improvement, founding member and continuing contributor to the Experience Innovation Network, we thought it was too good not to share. Reblogged with permission.

By William Maples, MD, Executive Director for The Institute for Healthcare Excellence and Candace A. Quinn, COO, Professional Research Consultants, Inc.

As a result of an article that we saw recently in The Atlantic that attempted to describe the quest for creating an excellent patient experience as one that has nurses and caregivers pursuing some holy grail of happiness, good food, and smiles, we reflected on the importance and impact of patient experience on the overall care and eventual health of each and every patient, and, we have reaffirmed our conviction that our industry must first develop an understanding of…

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6 Steps to Rebuild Broken Trust

Originally posted on Blanchard LeaderChat:

Trust Under ConstructionI believe most leaders strive to be trustworthy. There aren’t too many leaders who wake up in the morning, roll out of bed and say to themselves, “Hmmm…I think I’ll try to break someone’s trust today!” Yet even in spite of our best intentions, there will be times when we damage the level of trust in our relationships. Sometimes it’s due to our own stupidity when we make choices that we know are wrong or hurtful to others. Other times we unknowingly erode trust by engaging in behaviors that others interpret as untrustworthy. Regardless of how it happens, breaking trust in a relationship is a serious matter. When a breach of trust occurs, there are six steps a leader should take to repair the relationship:

  1. Acknowledge that trust has been broken. As we’ve learned from the success of the twelve-step recovery process, acknowledging that there is a problem is the first…

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Engaging Patients in Hourly Rounding: Improving the Patient and the Caregiver Experience

Originally posted on Engaging The Patient:

Contributors: Geri Lynn Baumblatt – Executive Director of Patient Engagement, Emmi Solutions; Greg Berney – Senior Manager of Patient Experience, Cone Health (Originally published for the Association of Patient Experience)

Greg Berney Greg Berney

Several months ago, a Patient Experience Manager at Cone Health was rounding with a nurse on a med/surg department. We’ll call him “James.” As James discussed different patient experience improvement tactics, he verbalized a concern with hourly rounding logs. “Each time I put my initials on that log I feel frustration with leadership because it feels like they don’t trust me.” Leaders, in turn, felt frustrated because the logs were their only way of ensuring hourly rounding was happening.

While James identified a lack of trust as his main frustration, this also articulates a greater challenge in improving the Patient Experience: ensuring our goals and how we motivate caregivers to meet those goals match. As James would tell you…

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What Behavioral Economics Can Teach Us About the Patient Experience

Originally posted on Engaging The Patient:

Contributor: Courtney Hummel – Senior Client Services Specialist, Emmi Solutions

Courtney Hummel Courtney Hummel

In his TEDtalk, “The Riddle of Experience vs. Memory”, behavioral economist Daniel Kahneman tells a short story about a man listening to a symphony. The man experiences such joy throughout the entire performance , intensely feeling and relating to the music. As the recording meandered to its finale, the music suddenly stopped, replaced by a horrible screeching sound. This ruined the entire symphony, the man solemnly remembered. But, had it? He experienced 20 minutes of glorious music, jarred by a few seconds of madness. But those 20 minutes were now irrelevant; the experience was ruined, replaced with a marred memory.

One key takeaway from this scenario is the human memory is significantly and consistently biased. We must understand that a memory is merely the end result of an experience and the processing of that experience. It’s helpful to…

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Capitalizing on the Voice of the Customer (Infographic)

Originally posted on Customer Experience Matters:

Voice of the customer programs are a cornerstone for most customer experience efforts. That’s why Temkin Group put together this infographic with insights from our research.

Here’s a poster version and you can see the full infographic below. I hope you enjoy it.

StateOfVoC_Infographic_TemkinGroup2

Here are links to download versions of the infographic:

Here are links to the research referenced in the infographic:

The bottom line: Make sure to capitalize on the voice of your customers.

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Top 10 Pearls of Wisdom from Day 1 of the Fall 2014 CXO Roundtable

Originally posted on Experience Innovation Network:

On November 4th – 5th, we were privileged to host the seventh semi-annual CXO Roundtable in San Francisco, CA. The invitation-only meeting convenes physician, nursing, and administrative leaders from the membership of the Experience Innovation Network, a group whose mission is to disrupt the status quo and deliver on the “quadruple aim:” reduce cost; improve quality; elevate patient experience; and restore joy to medicine.

The two-day meeting was full of insights as we explored innovations that help drive employee and physician peak performance in healthcare. At the end of day 1, we asked participants to identify their top 10 pearls of wisdom. Here’s what they surfaced:

  1. Identify the Sacred Cows in your organization and ask why they exist.
  2. You can’t approach an adaptive problem with a technical fix.
  3. If same day appointments are possible, then anything is possible!
  4. Stress is not the enemy; the enemy is the absence of intermittent…

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