Susan E. Mazer, Ph.D. Blog

Thoughts and ideas on healthcare

Hi, and welcome to my blog! I'm Susan E. Mazer -- a knowledge expert and thought leader on how the environment of care impacts the patient experience. Topics I write about include safety, satisfaction, hospital noise, nursing, care at the bedside, and much more. Subscribe below to get email notices so you won't miss any great content.

  • Patient Experience Venn Diagram

    What if The Patient Experience Had Neither a Start or End Date?

    October 12, 2018

    I recently read a blog from the Institute for Healthcare Improvement titled, Trying to Improve Patient Experience? Don’t Chase “Random Acts of Goodness”. The article inspired me to think about why the Patient Experience (PX) initiatives have required “buy-in” from employees. My assumption has long been that for those who choose to work at a hospital in any

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  • When Pain is Pain

    September 21, 2018

    Pain teaches us what it is very early on in life. We learn that if we hurt, we get a kiss, or something extraordinary from someone bigger than we are, telling us “now, it doesn’t hurt any more, right?” However, sometimes we learn differently and suddenly and unforgettably. When I was a child, I had

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  • PX2018: The State of the Human Experience in Healthcare

    April 27, 2018

    The Patient Experience Movement is, indeed, a movement in motion. At the Beryl Institute PX2018 Conference in Chicago last week, I met more professionals invested more in the humanity of their patients than those who focus solely on the patient diagnosis and its financial implications. There was some talk about patient satisfaction but this took

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  • We Need More Than Policies and Procedures To Improve the Patient Experience

    April 12, 2018

    It is understandable that the healthcare industry seeks to organize the patient experience by using policies and procedures that support the goals of providing optimal care for patients and families. Clearly, this effort makes the patient experience more predictable and easier to manage. Patients Can Only Tolerate So Many Organizational Demands Policies and procedures are

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  • Patient experience, conscience

    Ethos, Conscience, and The Patient Experience

    March 9, 2018

    It’s possible to argue that these three concepts have little in common. On the other hand, they are so blended that healthcare providers cannot excel without considering all of them. I have long written and spoken that providing a therapeutic environment — one that addresses both medical and non-medical needs of patients and families, is

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  • Social and health inequalities and the patient experience

    How Social and Health Inequities Impact the Patient Experience

    March 2, 2018

    When I recently called my dermatologist to make an annual appointment, the first question I was asked was about my insurance. When I went in for a colonoscopy, before anything else, I had to produce my insurance card. In fact, not one healthcare treatment in the U.S. is provided without an insurance card. There are exceptions,

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  • Like Politics, The Patient Experience is Local

    February 23, 2018

    “All politics are local.” This saying is often used to reinforce community participation and civic activism. The same is true for the patient experience.  It’s all local. It is where the patient is; it is the patient’s mind and body; it is in the patient’s line of sight and field of interest, and it is everything

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  • Patient experience

    Is The Patient Experience A Goal or An Organizational Strategy?

    February 2, 2018

    Members of Beryl Institute’s PX Connect Community recently shared that some patient experience directors are being asked to solve problems coming from patient complaints. While I understand how this happens, I think the questions to ask are what can healthcare organizations learn from “complaints” and are they “fixing problems” or strategically improving the patient experience?

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  • The Patient Experience is Everywhere

    January 12, 2018

    Healthcare is again changing and with it, the understanding of the patient experience. For example, my insurance will let me go to a CVS Pharmacy or Minute Clinic for things like immunizations and vaccinations.  Am I a customer or a patient? However, it does not feel like I am a “patient” in the most traditional

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  • A New Look at Whole Person Care

    January 5, 2018

    This past year, healthcare has taken both steps forward and steps back. In many ways, healthcare leaders remain stuck and unable to agree on what the major issues are: disease or cost? Staffing or safety? Population health or reimbursement? Improving Health With Whole Person Care In a recent post on Managed HealthCare Executive, healthcare CEO Leanne Berge calls

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