Susan E. Mazer’s 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 Knows Neither Holidays Nor the Days After

December 9, 2016

Holidays are “the best of times and the worst of times.” The intensity of Thanksgiving, Christmas, and New Year’s brings much joy to many and as much melancholy and sadness to others. For patients in the hospital and their families, it is a mixed blessing to see holiday paraphernalia everywhere around them in the hospital

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    How Are Patient Safety and the Patient Experience Related?

    December 2, 2016

    I am confused.  How can patients have good experiences if they do not feel safe? And, how is patient safety evidenced beyond the accidents that do not happen? Safety precautions are ever present in our daily lives.  The wet floor caution sign in a public restroom; flashing lights on the road; the warnings at the

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    How Do We Improve the Patient Experience in a Time of Uncertainty?

    November 18, 2016

    While we have all heard that change is inevitable, it is also our natural instinct to seek and find anchors of stability. This is especially true when it comes to the patient experience. Patients may bond with their first nurse only to find that within hours, another nurse shows up. They are used to their

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    Nature Videos on Election Day – What An Idea!

    November 11, 2016

    Choosing to ease the stress of Election Day earlier this week, the Weather Channel broadcast 9 hours of stunning sunset and ocean video. To soothe us. What an idea! For me, however, the drama that went on during coverage of the election this year was not unlike watching the recent Cubs vs. Reds World Series

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    Does Whole Person Care Improve the Patient Experience?

    November 4, 2016

    You want to provide the best care and experience for your patients, right? But are you simply going down the list of HCAHPS questions, using this 31-question survey as kind of a reverse operating manual? Or, are you also looking at whole person care or other models of care such as patient-centered care, patient- and

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    Encore Post: “Do No Harm” is Not Enough Anymore for Patient Safety

    October 28, 2016

    Note:  This is a popular post from 2014 that is still relevant to the critical issue of patient safety. Florence Nightingale was not only the Mother of Modern Nursing; she also was the Mother of Healthcare Design and Patient Safety. She demanded ongoing documentation of patient progress and invented the nurse call system. She actually saw all of

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    Evidence-Based Medicine May Not Always Be Best for the Patient Experience

    October 21, 2016

    Since 1990 when David Sackett first identified Evidence-Based Medicine as a framework to standardize how physicians diagnose and treat their patients, the term has been all but bastardized. Evidence-Based Medicine now is attached to any practice or tool that has even a slight relationship to a study that may not have been reviewed. It’s become

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    Pain Management: Life-Supporting or Life-Threatening?

    October 14, 2016

    Without question, pain is the only symptom that crosses all ages, diagnoses, and specialties. One of the best solutions ever developed for pain management was aspirin, followed by every other pill that came from the realization that pain could be treated, if not eliminated, by using drugs. But now we’ve realized that using morphine and

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    What’s the Difference Between Patient Satisfaction & Patient Experience?

    October 7, 2016

    When I heard Press Ganey Founder Irwin Press speak many years ago, he offered the perspective of an anthropologist, looking at healthcare as a culture and the factors that inform and define it. Press hoped that focusing on patient satisfaction, where the patient was given a voice in understanding what happened during a hospitalization would be

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    Hospital Noise: The Issue That Just Won’t Go Away

    September 16, 2016

    In reviewing my posts from the past year, I discovered that have not written about hospital noise for a while. I have, however, given presentations about hospital noise, offering my opinions and sympathy about it — because so much work has been invested in this issue and it just will not go away. So, rather

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    What Can We Do To Improve the Patient Experience of Dying?

    September 9, 2016

    It has been 40 years since Do Not Resuscitate (DNR) was introduced as the first right for a patient to refuse medical care. However, in a recent article in the New England Journal of Medicine, Jeffrey P. Burns, M.D., M.P.H., and Robert D. Truog, M.D, state that the term and its respective use and meaning are still

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