by Lisa Boesen | Apr 27, 2012 | Blog Posts, Caregiving, Compassion, Customer Service, Patient Experience, Patient Satisfaction
Checklists. Questionnaires. Assessments. Interviews. As healthcare providers and caregivers, you may do this all day long. Don’t get me wrong. I’m a huge fan of checklists in the healthcare environment. I love order, structure, and process. It probably helps that...
by Lisa Boesen | Mar 21, 2012 | Blog Posts, Compassion, Customer Service, Empathy, Patient Experience, Patient Satisfaction, Service Orientation
My cat, Bobo, lives two different lives. The “inside” Bobo, is physically standoffish, grazes at his food bowl and sleeps in his basket 90% of the time. The “outdoor” Bobo is known as the friendly cat in the neighborhood. He is outgoing and begs for attention from...
by Lisa Boesen | Jan 17, 2012 | Blog Posts, Compassion, cultural competency, cultural humility, Patient Experience, Patient Satisfaction, Team Communication
Connecting with others requires patience, kindness and understanding. At times our connection with others may be blocked by our personal “culture” that does not allow us to recognize and appreciate the differences in others. These differences may inhibit...
by Lisa Boesen | Jan 12, 2012 | Blog Posts, Compassion, Empathy, Interview, Patient Experience, Patient Satisfaction, Value Based Purchasing
There is an old adage, “We hire people for what they know and we fire them for who they are.” In my own past experience as recruiter, we may tend to target a list of high-value technical skills to expedite the on-boarding process but we may miss the mark sometimes on...
by Lisa Boesen | Oct 13, 2011 | Blog Posts, Compassion, Empathy, Patient Experience, Patient Satisfaction, Value Based Purchasing
Is compassion a “given” in healthcare delivery? In a recent study of 800 recently hospitalized patient and 510 physicians, researchers reported only 53% of patients and 58% percent of physicians said that the health system generally provides compassionate care. One...
by Lisa Boesen | Sep 3, 2011 | Blog Posts, Compassion, Patient Experience, Patient Satisfaction
Last Tuesday evening I was having an interesting discussion with a colleague about compassion. My friend is on her own compassion journey and she says, “You seem to make progress, figure it out and then bam! Something comes up and you have to really decide to be...
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