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Perceptions

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Full-Text Articles in Social and Behavioral Sciences

Covid-19 Vaccine Perception And Hesitancy Among Uninsured Free Clinic Patients, Samin Panahi, Brenda Spearman, Justine Sundrud, Mason Lunceford, Akiko Kamimura Apr 2024

Covid-19 Vaccine Perception And Hesitancy Among Uninsured Free Clinic Patients, Samin Panahi, Brenda Spearman, Justine Sundrud, Mason Lunceford, Akiko Kamimura

Patient Experience Journal

There are many complexities regarding the acceptance of COVID-19 vaccines, mainly because the COVID-19 vaccine had a fast track of development compared to vaccines developed in the past years. The purpose of this study is to understand COVID-19 vaccine perception and hesitancy among uninsured free clinic patients using the theory of planned behavior. This study had seven focus groups with 37 total participants, including 19 Spanish speakers. Free clinic adult patients (over the age of 18) participated in four focus groups during Summer of 2021. The average age of the participants was 44.7, and the majority of the participants self-identified …

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Patient Experience Diagnosis: Using Telemed Simulation To Assess Health Care Provider Verbal And Nonverbal Communication Issues To Prescribe Potential Interventions, Xiaowen Guan, Mike C. Porter, Paul G. Omodt Apr 2024

Patient Experience Diagnosis: Using Telemed Simulation To Assess Health Care Provider Verbal And Nonverbal Communication Issues To Prescribe Potential Interventions, Xiaowen Guan, Mike C. Porter, Paul G. Omodt

Patient Experience Journal

Patient experience contributes to health outcomes, and a host of healthcare organization success factors, including profitability. Often applied and academic analysis of patient experience applies macro-level approaches to defining issues and suggesting improvements. Guided by the theoretical framework of provider-patient communication during telemedicine, this study used a simulation to measure impacts of provider behaviors that might be improved through communication training to positively impact outcomes on both sides of patient care. The study employed between-subject experimental design to investigate impacts of provider verbal and nonverbal communication on patient satisfaction during telemedicine consultations. Participants, randomly assigned to one of eight experimental …

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Lived Experiences Of Cancer Patients Who Chose To Stop Receiving Treatment, Amreen A. Ali Dr., Neena Kohli Dr., Shreshtha Yadav Dr. Apr 2024

Lived Experiences Of Cancer Patients Who Chose To Stop Receiving Treatment, Amreen A. Ali Dr., Neena Kohli Dr., Shreshtha Yadav Dr.

Patient Experience Journal

The study aimed to understand the lived experience of cancer patients who abandon treatment. Four semi-structured interviews were conducted, and the data was examined using interpretative phenomenological analysis. It resulted in four superordinate themes: (i) ‘Lack of knowledge about cancer’ dealt with patients’ knowledge and perceptions about their cancer. (ii) ‘Hopelessness with oneself and God.’ (iii) ‘Distress caused by numerous cancer-related issues’ captured the challenges faced by cancer patients. The last superordinate theme, (iv) Patient dissatisfaction with physicians and treatment’ dealt with cancer patients’ interaction with and expectations from their oncologists and the medical staff. It was found that these …

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“Not Your Father’S Heart”: How Healthcare Discrimination For Neurodivergent Patients Taught Me About The Human Experience, Cate Murphy Apr 2024

“Not Your Father’S Heart”: How Healthcare Discrimination For Neurodivergent Patients Taught Me About The Human Experience, Cate Murphy

Patient Experience Journal

It is easy to assume all patients who come into a hospital for acute crisis care have a clear understanding of how their experience will be facilitated. When a patient is neurodivergent, they cannot always agree to needed intervention. This is exacerbated by the “poor timing” of questions portrayed to impact the critical care received, sometimes irreparably. This is my story of watching my young, active partner suffer two massive heart attacks and refuse intervention because he was ashamed to admit he had not seen a doctor in over thirty years. Due to his neurodivergence, he could not process questions …

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The Legitimacy Of The Patient Story: The Unofficial Autoethnography, Kathy Saldana Apr 2024

The Legitimacy Of The Patient Story: The Unofficial Autoethnography, Kathy Saldana

Patient Experience Journal

While communication is the foundation of patient experience, survey data and comments are the primary source of results. The focus on data, though meaningful, reduces humans to text on reports. With a focus of autoethnography in both her baccalaureate and post-graduate studies, the author, (a fulltime patient experience professional) shares her professional focus on the value of the data and comments, esteeming it all as valuable research given by the only people who can report patient experience – patients. She compares her stance regarding patient experience before and after receiving a diagnosis of breast cancer. The author shares how the …

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Investing In The Bottom Line: The Value Case For Improving Human Experience In Healthcare, Jason A. Wolf, Vishal Bhalla, Brian Carlson, Jennifer Carron, Lanie Dixon, Julie K. Oehlert, Brant J. Oliver Apr 2024

Investing In The Bottom Line: The Value Case For Improving Human Experience In Healthcare, Jason A. Wolf, Vishal Bhalla, Brian Carlson, Jennifer Carron, Lanie Dixon, Julie K. Oehlert, Brant J. Oliver

Patient Experience Journal

Investment in human experience is imperative for healthcare organizations. It is a strategic focus that can lead to great benefits. Those that overlook experience, seeing it as “simply” about satisfaction or survey data, do so at great cost to their organization, team members, and most importantly those we serve – patients. A commitment to human experience – integrating the patient, workforce, and community experience – is essential for all healthcare organizations in realizing the goals they strive for and the impact they aspire to achieve. It leads to high-quality outcomes for those they care for. It creates a positive environment …

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The Evolution Of Patient Experience: From Holistic Care To Human Experience, Corey Adams, Reema Harrison, Jason A. Wolf Apr 2024

The Evolution Of Patient Experience: From Holistic Care To Human Experience, Corey Adams, Reema Harrison, Jason A. Wolf

Patient Experience Journal

Patient experience has evolved as a critical concept and outcome in health systems internationally. Evolving from consumer-led movements, coupled with shifts in the positioning of patients among clinical professions, the global focus on patient experience is now evident in nationally mandated measurement tools, the creation of dedicated institutional leadership roles, and outlets such as the Patient Experience Journal. By critically analysing the pivotal factors and milestones that have shaped its evolution throughout healthcare history, this review provides an in-depth exploration of the evolution of patient experience. In doing so, the review provides a critical analysis of the application of patient …

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Looking Back To Move Forward: The Next Decade And Beyond For Human Experience, Jason A. Wolf Apr 2024

Looking Back To Move Forward: The Next Decade And Beyond For Human Experience, Jason A. Wolf

Patient Experience Journal

This issue comes out at an important moment for the experience conversation. It was ten years ago from the publication date of this issue on April 30, 2014, that the first issue of Patient Experience Journal (PXJ) was released. PXJ was intended to be a gathering place. A virtual town square for the experience movement where people could and would come together to share ideas and proven practice. This value of collaboration is at the foundation of our very efforts as a global community through The Beryl Institute. Experience is not some secret competitive ingredient in the world of healthcare. …

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Perceived And Real Water Competency And Drowning Risk Among Adults, Teresa Stanley, Kevin Moran, Dawn Garbett, Alan Ovens Mar 2024

Perceived And Real Water Competency And Drowning Risk Among Adults, Teresa Stanley, Kevin Moran, Dawn Garbett, Alan Ovens

International Journal of Aquatic Research and Education

Traditionally, public understanding of drowning survival has focused on swimming capacity, often measured by how far a person can swim. With respect to the high incidence of adult drowning in high-income countries, using the more inclusive concept of water competency may yield a more comprehensive explanatory framework for understanding the reasons behind these drownings. Any competency base required to survive a drowning situation is dynamic, complex, and multi-faceted. Furthermore, perceptions of risk and capacity to cope with that risk are likely to be pivotal to the avoidance of drowning. Adults’ perceived water competence was measured against their actual water competence …

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Assessment Revision Of ‘Perceptions Of Disabled Veterans In The Civilian Workforce’, Rebecca L. Reed Dec 2023

Assessment Revision Of ‘Perceptions Of Disabled Veterans In The Civilian Workforce’, Rebecca L. Reed

Pacific Journal of Health

As there continues to be limited research related to perceptions of disability status in the workforce, specific to the veteran population, the importance of employer understanding as well as willingness to provide accommodations is necessary to help promote change. This study carefully reviewed the assessment tool used by Reed (2016) to measure perceptions towards hiring disabled veterans as they enter the civilian workforce. To help support validity and/or reliability of the tool previously used, two professional experts were interviewed to provide feedback on the data tool in support of revisions. The vignettes, job attainment questionnaire, and demographics questionnaire were revised …

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“You Are The Key”: A Co-Design Project To Reduce Disparities In Black Veterans’ Communication With Healthcare Providers, Anna M. Barker, Renda S. Wiener, Dave Crocker, Makayla Dones, Oluwabunmi Emidio, Abigail N. Herbst, Jenesse Kaitz, Lauren Kearney, Danielle Miano, Gemmae M. Fix Nov 2023

“You Are The Key”: A Co-Design Project To Reduce Disparities In Black Veterans’ Communication With Healthcare Providers, Anna M. Barker, Renda S. Wiener, Dave Crocker, Makayla Dones, Oluwabunmi Emidio, Abigail N. Herbst, Jenesse Kaitz, Lauren Kearney, Danielle Miano, Gemmae M. Fix

Patient Experience Journal

Interventions are needed to overcome a key barrier to patient-provider communication, namely that patients hesitate to participate in clinical conversations because they believe their expected role is to be passive. This expectation is reinforced for veterans, who replicate their experience of military hierarchy in the patient-provider relationship. Black veterans, moreover, encounter structural racism that compounds this power imbalance. This paper describes a co-designed intervention to empower Black veterans to talk with providers, using shared decision-making (SDM) for lung cancer screening (LCS) as an exemplar. We worked with a diverse group of 5 veterans to develop materials that normalize participating in …

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Breaking The Transactional Mindset: A New Path For Healthcare Leadership Built On A Commitment To Human Experience, Kirsten Krull, Jerry Mansfield, Jennifer Gentry, Karen Grimley, Barbara Jacobs, Jason Wolf Nov 2023

Breaking The Transactional Mindset: A New Path For Healthcare Leadership Built On A Commitment To Human Experience, Kirsten Krull, Jerry Mansfield, Jennifer Gentry, Karen Grimley, Barbara Jacobs, Jason Wolf

Patient Experience Journal

Numerous health care publications have focused on the compelling need to improve patient experience and the associated improvements necessary to address workforce well-being. The COVID-19 pandemic exacerbated and illuminated long-standing problems in health care including workforce shortages, inequity in health care delivery outcomes, care provider burnout, and overall societal structural racism.1,2 The Beryl Institute’s Nursing Executive Council (NEC) manuscript Rebuilding a Foundation of Trust: A Call to Action in Creating a Safe Environment for Everyone3 focused on actions and behaviours to heal relationships and build trust between care providers and leaders with commitments to safety, empathy, shared decision …

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Four Commitments For The Future Of Healthcare: Reflecting On A Decade Of Patient Experience Journal, Jason A. Wolf Nov 2023

Four Commitments For The Future Of Healthcare: Reflecting On A Decade Of Patient Experience Journal, Jason A. Wolf

Patient Experience Journal

This issue closes the first decade of Patient Experience Journal’s (PXJ) contribution to evidence and innovation, to sharing stories and research, to elevating the conversation and pushing the boundaries of the experience movement. We have never hesitated to nudge at the status quo or to respond with agility to the challenging moments we have faced. We have welcomed diverse voices as contributors, and we have seen an even more diverse readership. In reviewing the pages of PXJ over the last decade, we see a true evolution of the experience movement itself. The words of our contributors have provided a lens …

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Special Issue 2024: Transforming Experience In Non-Hospital Settings, Patient Experience Journal Aug 2023

Special Issue 2024: Transforming Experience In Non-Hospital Settings, Patient Experience Journal

Patient Experience Journal

Patient Experience Journal(PXJ) is excited to announce the call for submissions for its July/August 2024 special issue focused on exploring how healthcare organizations are transforming experience in non-hospital settings. So much of the experience conversation has been focused on and driven by the hospital setting – from acute care, to pediatrics, safety net hospitals and more. While this focus remains essential to some of the most critical care delivered in the healthcare ecosystem, it is important to recognize the volume of care being provided in new and existing settings. This special issue seeks to uncover and elevate the practices …

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Doctor Behaviors That Impact Patient Satisfaction, Bryan Lilly, Michael J. Tippins, Katharine Tippins, Julia Lilly Aug 2023

Doctor Behaviors That Impact Patient Satisfaction, Bryan Lilly, Michael J. Tippins, Katharine Tippins, Julia Lilly

Patient Experience Journal

Patient satisfaction with their doctor is an essential component of healthcare that impacts both patient health outcomes and fiscal success of healthcare organizations. This study identifies doctor behaviors that act as drivers of patient satisfaction when doctor expertise is set aside and determines the importance of these behaviors between different age groups. Survey data were gathered from two samples, one comprising younger adults at a mid-size Midwestern university (n=100) and one comprising older adults from a national market research survey panel provider (n=187). Subjects were asked to rate their satisfaction with their doctors from 0‑100 and rate the importance of …

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Identifying Sources Of Patient Dissatisfaction When Seeking Care For A Chronic And Complex Disease, Katharine J. Head, Anna K. Forster, Amanda Harsin, Rebecca J. Bartlett Ellis Aug 2023

Identifying Sources Of Patient Dissatisfaction When Seeking Care For A Chronic And Complex Disease, Katharine J. Head, Anna K. Forster, Amanda Harsin, Rebecca J. Bartlett Ellis

Patient Experience Journal

Patients’ evaluations of healthcare often rely on patient satisfaction and encounter-specific approaches. Instead, valuable information can be gained by focusing on patient dissatisfaction with healthcare over time. This study examined patients’ sources of care dissatisfaction when seeking healthcare for a long-term chronic and complex disease (CCD). Participants with a CCD called polycystic kidney disease (N=387) completed an online questionnaire with an open-ended question about dissatisfying experiences. Content analysis was used to analyze responses. The coded data resulted in conceptual codes related to dissatisfaction with information, support, and care management. Analysis revealed the type of healthcare provider is often …

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How Are The Vibes? Patient And Family Experiences Of Rapport During Telehealth Calls In Palliative Care, Wendy English, Jackie Robinson, Merryn Gott Aug 2023

How Are The Vibes? Patient And Family Experiences Of Rapport During Telehealth Calls In Palliative Care, Wendy English, Jackie Robinson, Merryn Gott

Patient Experience Journal

Interactions with rapport are considered essential to palliative care and beneficial to patient outcomes. With the current interest in telehealth, more knowledge is needed about rapport during telehealth encounters in palliative care from the patient and family viewpoint. The objective of this study was to explore patient and family experiences of rapport with health professionals during telehealth interactions in the community palliative care setting. This was a qualitative Interpretive Description study, with 18 patients and 11 family member participants recruited from four hospice locations in Aotearoa, New Zealand. Semi-structured interviews were conducted, and audio recorded between November 2020 and May …

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Caregiver Burden: Support Needed For Those Who Support Others And The National Health Service, Michael Stephanou Aug 2023

Caregiver Burden: Support Needed For Those Who Support Others And The National Health Service, Michael Stephanou

Patient Experience Journal

This literature review focuses on the complexities and inequalities of informal caregiving in the UK and was inspired by the story of the following individual: EL is a 68-year-old Caucasian lady who attended Movement Disorder Clinic and was diagnosed with Parkinson's Disease Dementia following many years of symptoms. The diagnosis came as a big relief to EL and her daughter (SL) who were eager to get treatment started as soon as possible. EL lives alone with SL and solely relies on her for care and support. SL does not have children and devotes her daily routine to looking after her …

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Part Of The Team: Effecting Change And Sharing Power In Healthcare Settings, Jessica Stanier, Rachel Purtell, Dave Thomas, William Murray Apr 2023

Part Of The Team: Effecting Change And Sharing Power In Healthcare Settings, Jessica Stanier, Rachel Purtell, Dave Thomas, William Murray

Patient Experience Journal

In 2019, we, as a group of patients and researchers, were invited to rethink how the executive board received and responded to patient stories at a specific NHS hospital trust in the UK. Through an iterative series of meetings, we were able to co-identify common concerns and together develop a distinctive narrative framework for effecting change by sharing patient experiences. This narrative framework is designed to help patients position themselves as ‘part of their healthcare team,’ emphasising roles and responsibilities between patients and health practitioners to compare ideals with reality in patient experiences. While the project was promising, several factors …

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Patient Experience In An Interprofessional Collaborative Practice For Underserved Patients With Heart Failure, Connie White-Williams, Maria R. Shirey, Reid Eagleson, Wei Su, Terri Poe, Brittany Fitts, Vera Bittner Apr 2023

Patient Experience In An Interprofessional Collaborative Practice For Underserved Patients With Heart Failure, Connie White-Williams, Maria R. Shirey, Reid Eagleson, Wei Su, Terri Poe, Brittany Fitts, Vera Bittner

Patient Experience Journal

Heart failure is a complex chronic condition that results in multiple patient visits throughout the care continuum. Patient experience has associations with clinical outcomes. The purpose of this study was to examine patient experience among the underserved in a specialized interprofessional collaborative practice heart failure clinic. This prospective study utilized both qualitative and quantitative data to describe the patient experience within an interprofessional collaborative practice. Data were collected from patient experience surveys in 1128 patients seen in the Heart Failure Transitional Care Services for Adults (HRTSA) clinic between January 1, 2018, and December 31, 2021. Interprofessional collaborative practice surveys were …

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Patient Experiences Through Head And Neck Cancer: Information Delivery Combatting Psychological Distress, Eleah Stringer Msc., Julian J. Lum Phd., Jonathan Livergant Dr., Andre Kushniruk Phd. Apr 2023

Patient Experiences Through Head And Neck Cancer: Information Delivery Combatting Psychological Distress, Eleah Stringer Msc., Julian J. Lum Phd., Jonathan Livergant Dr., Andre Kushniruk Phd.

Patient Experience Journal

As part of a larger study investigating the utility of electronic decision support tools for patients with head and neck cancer (HNC), this article describes the patient experience of receiving cancer treatment in British Columbia, Canada. It aims to give voice to the patient experience and recommend a model of psychological adjustment for clinicians and clinical service management to consider to refine patient centric care pathways for HNC. Based in phenomenology, semi-structured interviews were conducted with 12 survivors of HNC, audio-video recorded, and thematically analyzed. Three themes were identified: (1) patients have high, though varying information needs; (2) an emotional …

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Listening As Medicine: A Thematic Analysis, Rachel Kishton M.D., Heta Patel, Divya Saini, Jeffrey Millstein M.D., Aaron Levy Ph.D. Apr 2023

Listening As Medicine: A Thematic Analysis, Rachel Kishton M.D., Heta Patel, Divya Saini, Jeffrey Millstein M.D., Aaron Levy Ph.D.

Patient Experience Journal

Realizations of the importance of “the art of medicine” in trust-building and patient satisfaction have resulted in the incorporation of narrative medicine programs into training curricula. By learning how to respond to patient stories as well as communicate their own, healthcare providers can ensure that their patients feel heard and respected. This study seeks to define what constitutes empathetic listening through a qualitative analysis of personal narratives collected from patients, caregivers, and providers across an urban academic healthcare system. Stories (n=41) underwent thematic analysis to note common experiences related to listening during a health system encounter. Eighteen grounded codes were …

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Building On A Decade Of Hope: Why We Must Champion The Human Experience, Jason A. Wolf Apr 2023

Building On A Decade Of Hope: Why We Must Champion The Human Experience, Jason A. Wolf

Patient Experience Journal

The pages of PXJ have served a primary purpose, to expand the evidence on patient experience and push the boundaries of innovation in this critical work. But through this commitment, PXJ has seen much more happen. The contributions of our thousands of authors, reviewers and editors have also fostered an environment of connection. PXJ has emerged as something more than just a journal. It has become a place for conversation. It has served as a conduit for expanding excellence in practice. It has fostered new thinking. And it has broadened our global community. There is something very special found on …

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Community Attitudes Toward Local Foods And Producers: The Role Of Warmth Versus Competence Across Demographics For Social Media Engagement., Danielle L. Eiseman, Andrea Stevenson Won Apr 2023

Community Attitudes Toward Local Foods And Producers: The Role Of Warmth Versus Competence Across Demographics For Social Media Engagement., Danielle L. Eiseman, Andrea Stevenson Won

Journal of Applied Communications

Connecting local food producers with consumers is useful for ensuring individuals have access to healthy, fresh, foods. Small farmers, however, lack the resources to effectively connecting with consumers through traditional forms of marketing. Marketing to consumers through social media is a low-cost method that local food producers can use to promote their products. Creating engaging content on social media can be challenging, thus there is a need for guidance on how to effectively engage with local consumers through social media. Studies in advertising have shown dimensions of warmth and competence can be useful frames for engaging consumers across a variety …

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Factors Affecting Non-Muslim Students Of Faculty Of Humanities Of Universitas Indonesia Towards Arabic, Catherine Manurung, Letmiros Letmiros Jan 2023

Factors Affecting Non-Muslim Students Of Faculty Of Humanities Of Universitas Indonesia Towards Arabic, Catherine Manurung, Letmiros Letmiros

International Review of Humanities Studies

Arabic is a foreign language commonly spoken by many people all over the world; moreover, internationally, it plays such a strategic role. Nevertheless, Indonesian non-Muslims have a relatively low interest in Arabic. We can observe it from the relatively low number of non-Muslims who major in Arabic literature in various universities all over Indonesia. Therefore, this is such an interesting phenomenon to be studied. We think that this phenomenon takes place due to their inappropriate or incorrect perceptions towards Arabic. This study is aimed at identifying various factors affecting the perception of non-Muslim students of Faculty of Humanities of Universitas …

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Which Patient Experiences Are You Capturing? Investigating Differences In Patient Experience Drivers By Race/Ethnicity And Survey Mode, Meike Eilert, Toni Land, Jonathan Shafer Nov 2022

Which Patient Experiences Are You Capturing? Investigating Differences In Patient Experience Drivers By Race/Ethnicity And Survey Mode, Meike Eilert, Toni Land, Jonathan Shafer

Patient Experience Journal

To address existing disparities in healthcare for underserved populations, healthcare providers and policymakers need to understand how the experiences of these patients differ to take meaningful action. In this study, we examine whether drivers of patient experiences (PX) for underserved populations vary. Using data from the 2018 and 2019 CAHPS Adult PCMH/Adult Primary Care 6 Month (n = 166,349), we examine differences in the importance of PX drivers - effective communication, helpful and courteous staff, timely appointments, and providers’ use of information - across underserved patients. We further examine whether different survey modes compound the observed differences. The findings show …

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Living With Multiple Sclerosis As A Former Marathon Runner: Impact Of Attitude And Past Behaviour On Self-Care Maintenance And Perseverance, Michael Stephanou Nov 2022

Living With Multiple Sclerosis As A Former Marathon Runner: Impact Of Attitude And Past Behaviour On Self-Care Maintenance And Perseverance, Michael Stephanou

Patient Experience Journal

As healthcare professionals, we have a duty to promote the wellbeing of individuals living with chronic diseases and this could be accomplished through the establishment of self-care strategies that are both collaborative and self-directed. Insight into the complex behaviours and backgrounds of individuals who show initiative in dealing with chronic disease could help achieve this by revealing drivers of health-seeking and engaging behaviours. Therefore, by deducing the complex interactions between attitude, past experiences and disease outlook, broader patient welfare could be championed through the implementation of targeted interventions which promote self-care in chronic disease. This article aims to explore these …

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Perceptions Of Happiness Through The Lens Of Age And Gender, Alea Farmer Nov 2022

Perceptions Of Happiness Through The Lens Of Age And Gender, Alea Farmer

Undergraduate Psychology Research Methods Journal

This paper intends to examine the possible relationship between demographic variables and perceptions of happiness. The demographic variables being studied are age and gender. Perceptions of happiness are measured by the Conceptions of Happiness Scale (Joshanloo, 2018) and represent one’s overall idea of happiness. A survey was distributed to adults that were recruited via social media and flyer recruitment on the campus of Lindenwood University. The survey consisted of demographic questions as well as the Conceptions of Happiness Scale (Joshanloo, 2018) for participants to complete. Initial hypotheses predicted differences in perceptions of happiness amongst different age and gender groups. However, …

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Global Child And Family-Centered Care Fellowship, Education And Mentorship For Pediatric Healthcare Professionals: A Literature Review, Ashley Zheng, Bobbijo Pansier Aug 2022

Global Child And Family-Centered Care Fellowship, Education And Mentorship For Pediatric Healthcare Professionals: A Literature Review, Ashley Zheng, Bobbijo Pansier

Patient Experience Journal

Child- and family-centered care (FCC) is increasingly accepted and implemented to optimize the healthcare experience for patients, their families, and healthcare professionals. Standish Foundation for Children, a 501(c)(3) non-profit, has designed and piloted a fellowship to educate pediatric healthcare professionals in FCC & psychosocial care via an inquiry and mentorship model in Tbilisis, Georgia. This review aimed to evaluate and synthesize existing literature on psychosocial and FCC mentorship for pediatric healthcare professionals in four parts: ongoing need, effects on healthcare professionals, effects on children and their families and/or caregivers, and in cross-country healthcare settings. Reviewers searched open-source databases for articles …

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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 Aug 2022

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 …

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