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.


Encore Post: What’s the Difference Between Sound Control & Noise Control?

March 24, 2017

Yes, noise can be loud.  But, loud is not necessarily noisy. The sound of a 100-piece symphony orchestra played at fortissimo can be breathtaking and passionate, and hardly considered noise by those who love classical music. And, the sound of a distorted talk radio coming from another room can be very annoying, although the measured

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  • Buckets of paint

    Why is Patient Safety in Its Own Bucket?

    March 17, 2017

    I have always wondered why patient safety is talked about by itself. As if all other procedures, policies, and practices are not about safety. And why should patient safety be separate from the patient experience? For staff, patient safety is a lot like playing in tune for a musician. Because regardless of how much technique,

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  • Senior in wheel chair

    Is “A” Patient Experience “The” Patient Experience?

    March 10, 2017

    When the communities where we work, live, and heal became about large groups of people, we began to talk in terms of collective, shared and agreed upon values, perspectives, and goals. At the same time, we broke ourselves into demographics by age, income, education, ethnicity, and religion. Similarly, healthcare has divided us by actuarial charts,

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  • HHS-Tree-at-Susnet-home

    ICU Anxiety: When the Sounds of Silence Become Hospital Noise

    February 24, 2017

    Hospital noise is a patient satisfaction indicator.  It’s also is the number one cause of sleep deprivation. We don’t know how patients define noise, what differentiates a “noise” from a “sound” — other than one is annoying and the other may be informing or communicating. This is why the resolution of hospital noise has not

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  • Patient iExperience

    The Patient iExperience Goes Beyond the Hospital

    February 17, 2017

    Last week, I wrote about the patient iExperience in the hospital.  But what about the patient iExperience beyond the hospital? We live in a digital world.  That’s why video conferencing and smart phone apps are poised to become the bridge between personal health and staying healthy. And, it may be the only way that patients

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  • Patient Experience as iExperience

    The Patient Experience As an iExperience

    February 10, 2017

    Now that Apple has given us an iSomething world and digital technologies have come to healthcare, patients can now have iExperiences. What does that mean? At NYU Langone Medical Center, USCF Medical Center at Mission Bay, and other major healthcare facilities, providers have gone to great expense to bring digital technologies to the bedside. They’ve installed

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  • Nursing and the Patient Experience

    Where is Nursing in the Patient Experience?

    January 27, 2017

    This question came to me as an “ah ha” moment as I was a member of a faculty doing a retreat for oncology nurses last summer. Basically, when I started to talk about the patient experience and HCAHPS, the nurses’ eyes glazed over and they looked confused. They knew little to nothing about the patient

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  • Whole Person Care

    Is Whole Person Care What Patients Want?

    January 20, 2017

    Whole Person Care is a concept that’s been a focus of many U.S. healthcare practitioners recently. But is Whole Person Care what patients really want? Our healthcare system is a curative, allopathic system that looks solely at the physical and biological framework of disease. It is struggling to shift into a system that treats the

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  • Patient experience not about Obamacare

    The Patient Experience is Not About Obamacare

    January 13, 2017

    As many of us struggle with the uncertainty in the U.S. healthcare system, it’s important to realize that the patient experience is not about the system. It is about human beings living through health events, concerned about their families, and about the caregivers who interact with them. The patient experience is about how medical and nursing

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    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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  • dreamstime_m_37404959

    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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