for a patient's concern. Listening, truly listening, really makes a differ-
ence in how patients ultimately perceive problems and how you
respond to them."
Stacy Coulter, program manager of the patient experience and engage-
ment program at University of Chicago Medicine, suggests getting out
from behind your desk to regularly ask patients and their family mem-
bers — it's not just the patient's voice that's important — about the expe-
rience they've had in your facility. Addressing concerns on the spot will
prevent small problems from becoming major issues you find out about
on patient (dis)satisfaction surveys and online reviews, she says.
Human connections
Kindness. Understanding. Comforting. Those are the words the
patient who was nervous about the nerve block ultimately used to
describe the care she received.
"It's so important to acknowledge and share with staff the positive
feedback you receive from patients," says Ms. Sastry. "That's ultimately
why you do what you do."
Ms. Sastry acknowledges that compassion fatigue is a real concern,
and it's difficult to make a connection with every patient in the outpa-
tient setting, where time pressures are constant and case volume is
key, but she continues to be inspired by patients who take the time to
share how much they appreciate the kindness and compassion they
received during their stay.
Remember, too, that you're caring for people who are hurting and
frightened of the unknown, who'd rather be somewhere else.
"We love to hear from patients who say we treated them as a per-
son, not a procedure," says Ms. Coulter. "In surgery, it's not always
about the wow factor. It's more important to alleviate patients' fears
and make them feel as comfortable as possible."
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