Social and Behavioral Sciences Commons^™

Beyond Service Education: Impacting The Human Experience With Sustained Training Utilizing The Experience Model Of Communication, Jennifer S. Packard, Rebecca A. Brustad, Jane M. Hoplin, Sheila K. Stevens

Patient Experience Journal

Patients scheduling or checking in for medical appointments often share with frontline employees’ details of their stories, including their worries, prior negative experiences, and hopes. These interactions require employees to not only complete their task, but also to be mindfully present, picking up on important social cues and showing appropriate emotional congruence and empathic understanding. Based on a review of recorded patient calls, a gap was identified in the communication skills of desk and scheduling staff at this large academic medical center, and a sustained training program was created to fill this gap. The training is centered on an evolving …

Documenting & Describing Experiences Of Marginalized Gender Identities In Healthcare, Laura Stepnowski

Gettysburg Social Sciences Review

Despite its importance to quality and length of life, health varies widely among the U.S. population depending on various sociodemographic factors, such as age, race, gender, and income. This research focuses on the perception of treatment for those with marginalized gender identities. There is a long history of discrepancies in healthcare, but no time such as the present seems to be filled with such a nuanced perspective of quality of treatment for those with marginalized gender identities. This became evident through the focus groups conducted for this study. Findings show that participants used more collaborative language when discussing their positive …

No Visitors Allowed: How Health Systems Can Better Engage Patients’ Families During A Pandemic, Jennifer Schlimgen, Amy Frye

Patient Experience Journal

The ravages of COVID -19 and the no visitor policies that accompany it have forged a tectonic shift in the patient and family experience. This hit home for me with a recent family member health event and hospitalization, leading me to think “we HAVE to do better!” Why should hospitals and health systems care about family involvement during COVID-19?

Experience Framework

This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework (https://www.theberylinstitute.org/ExperienceFramework).

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Covid-19: The Culprit, The People And Lessons Learned, Kayihura Manigaba, Mukundwa K. Gael

HCA Healthcare Journal of Medicine

COVID-19 has had a palpable impact on everyone from losing jobs to losing loved ones. It has altered our social dynamics and disturbed the world economy. We should all learn something from this challenging time. This article elaborates on three lessons learned by two brothers who grew up in Rwanda right after the 1994 genocide against the Tutsi, where more than one million people died in 100 days. One, Dr. Kayihura Manigaba, is currently responding to the COVID-19 pandemic as a clinical pharmacy manager and as an infectious diseases pharmacy specialist at a hospital in Florida, U.S, and the other, …