Improving Access and Outcomes Using Success, Effort, Emotion, and Trust Metrics
A nurse enters a hospital room for a routine blood draw. She greets the patient, explains why she is there, and begins the task. Once finished, she asks if there is anything else she can do and swiftly exits. From the provider’s perspective, the interaction is efficient and smooth.
For the patient, however, it is a different experience. This is a moment of stress. His mind races with thoughts of bad outcomes. His blood pressure rises and his muscles tense as he anticipates the needle. What takes the nurse less than five minutes feels much longer. Even though the procedure goes well, he’s already anxious about the next visit.
One small shift could have made a world of difference: treating the patient as more than a task. A brief pause to acknowledge the person behind the procedure. A reassuring smile, a calming word, or even a simple, “Take a deep breath; we’ll get through this together.” Each a small but powerful gesture to ease the patient’s fear and transform the interaction into one of care and connection.
This is patient experience.
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