Library Services: Patient Experience Resource Library: Home

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Articles

Communication Skills Training for Physicians Improves Patient Satisfaction
Boissy, A., Windover, A. K., Bokar, D., Karafa, M., Neuendorf, K., Frankel, R. M., Merlino, J., & Rothberg, M. B. (2016). Communication Skills Training for Physicians Improves Patient Satisfaction. Journal of general internal medicine, 31(7), 755–761. https://doi.org/10.1007/s11606-016-3597-2. PMID: 26921153
The Effect of Physician Solicitation Approaches on Ability to Identify Patient Concerns
Dyche, L., & Swiderski, D. (2005). The effect of physician solicitation approaches on ability to identify patient concerns. Journal of general internal medicine, 20(3), 267–270. https://doi.org/10.1111/j.1525-1497.2005.40266.x. PMID: 15836531
Effectiveness of the Communication Model, C.O.N.N.E.C.T., on patient experience and employee engagement: A Prospective Study
Barden A, Giammarinaro N. Effectiveness of the communication model, C.O.N.N.E.C.T., on patient experience and employee engagement: A prospective study. Patient Experience Journal. 2018; 5(3):160-166. doi: 10.35680/2372-0247.1314
Practices to Foster Physician Presence and Connection with Patients in the Clinical Encounter
Zulman, D. M., et. al. (2020). Practices to Foster Physician Presence and Connection With Patients in the Clinical Encounter. JAMA, 323(1), 70–81. https://doi.org/10.1001/jama.2019.19003. PMID: 31910284
Reexamining "Defining Patient Experience": The human experience in healthcare
Wolf, J. A., Niederhauser, V., Marshburn, D., & LaVela, S. L. (2021). Reexamining “Defining patient experience”: The human experience in healthcare. Patient Experience Journal, 8(1), 16-29. doi:10.35680/2372-0247.1594
Spontaneous Talking Time at Start of Consultation in Outpatient Clinic: a Cohort Study
Langewitz, W., Denz, M., Keller, A., Kiss, A., Rüttimann, S., & Wössmer, B. (2002). Spontaneous talking time at start of consultation in outpatient clinic: cohort study. BMJ (Clinical research ed.), 325(7366), 682–683. https://doi.org/10.1136/bmj.325.7366.682. PMID: 12351359

Statistics

What Is Patient Experience?
Information from the Agency for Healthcare Research and Quality

Books

A Physician Guidebook to The Best Patient Experience. by Snyder, Bo
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ISBN: 9781567938326
Publication Date: 2016
The Best Patient Experience by Robert Snyder
ISBN: 9781567937381
Publication Date: 2016
Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way by James Merlino
Call Number: HD 62.15 M656 2015 (Print Book)
ISBN: 9780071833257
Publication Date: 2014
Transforming Health Care by Charles Kenney
Call Number: HD 62.15 K36 2011 (Print Book)
ISBN: 9781563273759
Publication Date: 2010

Blog

Q&A: How LCMC Health revamped patient communication to drive better outcomes
from Advisory Board
To Get Your People's Best Performance, Start with Purpose
from Gallup

Listen

Videos

Defining the Patient Experience from Beryl lnstitute

Teaching Back from Institute for Healthcare Improvement

What is Motivational Interviewing? from Institute for Healthcare Improvement

Webinars

Lessons From Healthcare Organizations on Improving Patient Experience (webcast)
This AHRQ webcast featured two healthcare organizations that have successfully used Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys as part of their efforts to improve the healthcare experiences of their patients and enrollees. Speakers discussed using CAHPS surveys to identify aspects of patient experience needing improvement, supplementing survey results with additional information, implementing strategies to provide a better patient and enrollee experience.

Podcasts

Why is this so hard? Training Seasoned Clinicians in Communication Skills from Cleveland Clinic

Patients Want to be Seen and Heard from Cleveland Clinic

Act

Where you are

Patient Experience at Cook Children's
Cook Children’s defines the patient experience as:
“Every interaction with patients, families and each other should rise above the expected. When we listen, include families in treatment decisions and show our expertise and collaboration, we are truly living our Promise.”

Community

Children's Hospital Association of Texas

National Organizations

Please e-mail the library team to suggest resources to be included.

Images by Texler from Pixabay

Patient Experience Resource Guide