As a recently retired system chief nursing and quality officer, I am deeply passionate about championing nursing professionals as the backbone of healthcare delivery. Unfortunately, there is a pervasive threat that directly jeopardizes nurses’ ability to provide the highest quality care possible: workplace violence. With 44% of RNs reporting physical assault and 68% reporting verbal abuse according to the AHA, this mounting crisis must be addressed quickly and completely for the sake of caregiver wellbeing and organizational success at large.

At the close of 2021, I wrote that we were in a patient experience crisis. With the pandemic grinding on and omicron surges hitting most of us, the outlook was grim. My colleagues and I had never seen patient experience metrics drop so rapidly, and this development was a critical concern for the operations leadership and boards of many health systems. At the end of 2022, I wrote that, although some improvement had been seen, national indicators were still trending flat to negative. 

Novo Nordisk's popular Type 2 diabetes drug Ozempic has noted numerous odd results, from faces deflating to bizarre dreams, and its patients are seeing another strange side effect: less "food noise."

With an eye on constant innovation — especially when it comes to patient experience and satisfaction — Cleveland Clinic is growing its Healthcare Partners program by continuing to invite former patients and members of their families to advise on new hospital initiatives.

Long-term obstacles negatively impacting performance loom large for most healthcare groups and providers. Organizations in the marketplace consistently struggle with how to address one or more of the following:

When it comes to HCAHPS survey scores, the Veterans Health Administration beat out its private healthcare counterparts across the country in all 10 patient satisfaction categories, according to a nationwide Medicare survey released June 14. The report is based on discharge data collected between July 2021 and June 2022.

Almost by definition, the concept of medical gaslighting might be easy for some clinicians to brush off, but physicians have joined the conversation — #medicalgaslighting — on TikTok to raise awareness that dismissing a patient's healthcare concerns is not only short-sighted, but it's bad medicine.

Patients are turning to social media and using the hashtag #medicalgaslighting to express their discontent over lackluster healthcare interactions that leave them feeling unheard, Fox News reported June 1. 

Hospitals across the country have launched new initiatives to boost their patient experience ratings, The Wall Street Journal reported May 28.

No-shows not only lead to the loss of anticipated revenue, they pose risk to the quality of healthcare service and patient outcomes. Patients who fail to show up for their appointments often require more expensive care later.

Healthcare organizations are realizing the benefits of digitizing the payments experience.

Hartford, Conn.-based Jefferson Radiology announced May 16 that its new technology has cut traditional MRI exam times in half. 

They don't teach empathy in medical school. A physician's bedside manner evolves through experience and is inspired by one's personal ability — and desire — to read a patient's emotional cues. Some have a knack for it; others focus on the medicine without an interest in connecting on a personal level with patients. 

The University of Maryland Medical System in Baltimore offers wide-tooth combs, hair bonnets and honey hemp conditioner in an effort to better serve all patients, The Washington Post reported May 7.

Essentia Health is leaning into technology to enhance the patient experience at the upgraded St. Mary's Medical Center in Duluth, Minn. 

Three dogs have been promoted to chief comfort officers at Inova Loudoun (Va.) Hospital, ABC affiliate WJLA reported April 27.

Recently, CMS announced a proposed set of changes to the HCAHPS survey program. The proposed changes are open for comment through early June of this year. They've been a long time coming. I believe they are not only welcome, but necessary.

Artificial intelligence is paving the way for patients with conditions that hinder their ability to speak to reclaim their voices, The Washington Post reported April 20.

As healthcare enters a new era of patient expectation and care delivery—one driven by demand for digital offerings and ease of access—provider groups and health systems alike are facing a pivot point. They can no longer afford to operate under traditional models that rely on staff to serve as a scheduling hub, patient communication and engagement, office management, referral management, and care delivery.

Alabama Gov. Kay Ivey signed legislation into law April 18 that prohibits healthcare facilities in the state from restricting in-person visitation to patients.