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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.
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Can We Start an Epidemic of Kindness in Healthcare?
April 18, 2014
Violence, anger, sarcasm, personal attacks, public acts of ridicule, and hate have been portrayed by the news media and entertainment industry in ways that have rendered us insensitive to the
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Healing Into a New Future for the Patient Experience
April 11, 2014
Coming from the rich experience at the Beryl Institute Patient Experience Conference this past week, I want to share some of my own takeaways. We heard from so many wonderful
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Aging, the Aged, and the Generic Patient Experience
April 4, 2014
Ageism is alive and well in healthcare. In fact, as a “boomer,” many journalists have made great efforts to tell me how I am going to age, how much money
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5 Steps to Optimize the Patient Experience
March 21, 2014
It’s time that we move from hypothesizing about the ideal patient experience to actually taking personal responsibility for making it happen. But how do you start? Here are five simple
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The Patient Experience: What Matters?
March 7, 2014
In all of the writings about the patient experience, few ask the foundational question, “What matters?” While ambiguous and global, this question is primary to any experience as it defines
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Reflections on 2013: All About Patient Care
January 3, 2014
The end of a year begs for reflection and projection, for regrets and resolutions, and for ways to start over — even if what happened last year continues into the
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How Do We Add Mission to An Admission?
September 10, 2013
Great question. Great pun, too. However, in the current period of HCAHPS, patient engagement, employee engagement, patient satisfaction, without a mission, how can you ever reasonably expect to provide quality healthcare? And, I am not referring to the mission that is well framed and mounted in your administration office or hung in the lobby.
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A New Future for Healthcare and all that Jazz
September 6, 2013
Many of you know that I am a jazz harpist. But what you may not know is moving from classical to jazz was one of the most stressful, risky processes
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PTSD: When Memories Live in the Present
August 16, 2013
When I was a child, I had bad dreams — dreams that would wake me up. I’d go into my Mom’s room and she would walk me back to bed.
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I Witness: My Under-the-Cover Patient Experience
July 12, 2013
Having just spent 10 days in the hospital with E. coli, enteritis, acute colitis, a urinary tract infection, and septicemia, I have great tales to tell about my patient experience.
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