By Nancy Proctor, BSN, MAE
Patient Experience Educator
Our survival depends on human interaction, which creates connection, trust and safety. Deep-seated in all of this is effective, “real” communication.
Believe it or not, despite the healthcare industry’s state-of-the-art everything (technology, equipment, buildings, campuses), the number one way we still treat our patients and families is through communication.
Explanation, education and information sharing are a large part of the patient experience, as we include the patient and family as partners in the healthcare team. In this way, healthcare professionals create mutual purpose via diagnosis, treatment and health management, in order to facilitate the most optimal health outcomes for the patient. Through dialogue, we also help develop mutual accountability. We are going to take care of you while you’re here and teach you how to take care of yourself when you’re not. This relationship is a winning combination for all.
