In this episode, Lisa is joined by Jason Vallee, VP of Patient Experience at Cheshire Medical Center, Dartmouth-Hitchcock
In this episode:
A single definition of the patient experience.
Mapping the patient journey from the patient’s perspective.
The JUSST model – Justice, Understanding, Security, Self-Esteem, Trust.
Press Ganey patient experience rankings and their potentially serious impact on your hospital.
Sympathy versus empathy; understanding the difference and why it matters to your patients.
The three Cs that make up the vital components of patient trust - communication, competence, contractual.
Choosing your words carefully to transform the patient experience.
Connect with Lisa:
📱https://www.linkedin.com/in/lisamiller/
Connect with Jason:
