Put a positive spin on what is said in the office
Staff members can sometimes get so bogged down with everyday office operations and tasks that they forget the patients walking through the door are human beings just like them and often have the same feelings and concerns as they do about their health.
When staff members answer patient requests and give advice, they must also be mindful of the words they use and how they use them, says Judy Capko, a medical practice management consultant and founder of Capko & Company, a Thousand Oaks, CA–based market research company that works with healthcare organizations.
- Patient Harm Data to Remain on Medicare's Hospital Compare Site
- Quiet ORs Better for Patient Safety
- Tavenner Confirmed as CMS Administrator
- Leapfrog Hospital Safety Scores 'Depressing'
- CMS Seeks to 'Rapidly Reduce' Medicare Spending with $1B in Grants
- Building a Better Healthcare Board
- Hard-Nosed About Physician Teamwork
- Healthcare Leaders Sound Off on Organized Labor
- Case Study: Advance Care Conversations
- Esther Dyson's Population Health Dream