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.

LATEST POST

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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    What Happens When Patient Pain is Dismissed and Under-Treated?

    April 6, 2018

    This month, at the Beryl Institute Patient Experience Conference in Chicago, I was speaking about pain management and the patient experience. In the past 15 months, I’ve been researching the long history of patient pain as it has driven both medical and nursing practice, exploring the patterns of understanding and treatment that have resulted in

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    Reducing Disquiet at Night Requires More than White Noise

    March 23, 2018

    Anxiety grows in the dark. Apprehension writes full stories of an uneasy future in the middle of the night. Sleep is elusive when subjected to medications, high level of acuity, strange sounds and strange people. So, can there be any “quiet at night?” Disquiet is its opposite, but not caused by external events.  Rather, disquiet

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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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    Health and Healthcare in India

    February 16, 2018

    My recent trip to India was not my first one. In 2002, I went to Delhi and was driven to Agra to see the Taj Mahal.  Every other trip has been to Mumbai. My husband Dallas Smith has been to India so many times that he can no longer remember how many. Despite this, we

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    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 State of Nursing Outside of the U.S.

    January 26, 2018

    There was a great story in the Guardian this week about a nurse who moved from Canada to work  in the UK. Basically, she described her position in the UK as one of blanket obedience. Everything that a nurse needed to do beyond practical matters required the approval or direct action of a physician.  And,

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    The Patient At Risk: Ever Hear of Germ Theory Denialism?

    January 19, 2018

    I had never heard of Germ Theory Denialism, either. When Louis Pasteur theorized that “germs” caused disease in the 19th century, he and Florence Nightingale had a rigorous debate. The belief that bad air from pollution, exhalation from the lungs of the ill, and unhealthy vapors caused disease had held since the Greeks. In fact,

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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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