I recently spent two days at the Iowa Cancer Summit, which included the release of the updated Iowa Cancer Plan. The Cancer Plan’s goal is to reduce the burden of cancer in Iowa. It was a full two days of talking about cancer – new treatments, prevention, causes, access to care and other necessary resources,…
Real empathy is sometimes not insisting that it will be okay but acknowledging that it is not.Showing empathy in healthcare and other sensitive situations can make a significant difference in our relationships. Many of you have read the powerful statement Sheryl Sandberg released regarding the support she received in the 30 days after her husband’s unexpected…
Did you read this headline and think “Crazy. My patients complain about the time spent in the waiting room. There is no way it helps my patient satisfaction. What is Amy talking about?!?!” Let me explain. Recently a friend of mine posted a word of thanks to the otolaryngology clinic for leaving them in the…
Each patient experience is your brand. Is it consistent? Is it positive? How do know? You ASK and then LISTEN – Scott Stratten, @unbranding This tweet, or a variation of it, was shared by several attendees at the 2015 Greystone Health Care Internet Conference where Stratten was a keynote speaker. The message resonated with me…
When you spend five days a week in a clinic or hospital, you learn where the amenities are and where they aren’t. Some are conveniently located. Some are not. My years of working in this hospital helped Mom and I a lot … and it helped some others, as well. Food One afternoon while waiting in…
You only get one chance to make a first impression. This is such a true statement. During the first weeks of a cancer diagnosis and treatment, first impressions are frequent. You meet so many people and see so many different aspects of the clinic or hospital. A first impression can be with a person or…
As a cancer patient or the family of a cancer patient, you hear “one day at a time” A LOT, and you learn pretty quickly the phrase has a deeper meaning. When starting treatment, one day at a time means you know what you are going to do that day, and the next day will…
In a stage production, there are areas known as the front-of-house and back-of-house (or backstage). What happens back-of-house is all the nitty-gritty necessary to produce the show or experience. Disney has this system down to a science. And as a result, their customer service standards are second to none. Now they train hospitals and health…
So three years after my Dad was diagnosed with lung cancer, my Mom gets the same diagnosis. The benefit for her is overall she is in better health. If you didn’t know she had cancer, you would never guess she was sick. As you might imagine, being on the patient side of healthcare makes this…