The Patient Experience: Meeting our Patients Human Needs | Ep.33

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.

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