New C-suite position to watch: Chief experience officers
Back to the basics
Caregivers who feel appreciated and supported can better focus on the needs of their patient and, in turn, improve their own performance and their patient’s satisfaction, says Murphy.
“It’s really about providing the options of individualized patient care and remembering the physician and nurses need ways to find out what works for the patient. To talk to them. To have a dialogue with them,” Murphy says.
Caregivers also need to learn to meet the patient where they are. In terms of both technology and wellness, it’s not enough to provide the tools. Caregivers must realize that each patient is coming from a different place and it may be more beneficial to find out where they are in terms of willingness and ability to learn and change rather than to hand them a generic recipe for their health.
For example, an elderly patient with a joint replacement might not buy into the care path that requires physical therapy and rehabilitation. Instead of pushing a plan that the patient will never follow, the caregiver might instead educate the patient on being their best with limited mobility—interventions for preventing pressure ulcers and proper nutrition.
“I think it’s really about not making people feel bad for who they are and what they do, but giving people at the frontline the tools they need to take care of patients in the future,” she says. “Patient experience is not just about the scores and not just about what goes on inside the four walls of the hospital, but about the whole picture. We want to help them feel when they walk away that ‘they really care about me.’”