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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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5 Ways To Be More Present for Your Patients
September 11, 2015
Since recorded music was introduced, we have been able to capture a single performance of music forever, assuming that every time we listen to the recording, we hear the same
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The Patient Experience As a Work of Art
September 4, 2015
How many ways do we try to quantify and qualify the patient experience? HCAHPS and other satisfaction surveys are far from exact or even understandable. We cannot fully understand or easily
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Prime Time TV Programming for a Hospital Waiting Room?
August 28, 2015
I am not sure how long it has been since we’ve had a week without a shooting in the headlines. Regardless of the perpertrator or circumstances, murder is our new
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Mapping the Emotional Patient Experience
August 21, 2015
The Harvard Business Review’s article on design thinking informing organizational culture offers an interesting way to rethink the patient experience. The process of identifying the rationale or purpose for designing a new
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5 Ways to Improve the Hospital Waiting Room Experience
August 14, 2015
Waiting is not good in the American culture. If we were Buddhists, we might look at the wait and experience it as requisite to enlightenment. However, most of us consider
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The Patient Experience: Coming Out of the Shadows
July 17, 2015
We are a reductionist culture. Whatever the words are, we come up with an acronym. Whatever the catastrophe, we love headlines. Whatever the issue, we reduce to the shortest most
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A Life Worth Living: One Outcome of a Great Patient Experience
June 19, 2015
A few years ago, we received an email from a patient that read something like this: I am a veteran. I am in the hospital. I was injured while on
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The Evidence-Based Patient Experience
June 12, 2015
All of our patients’ opinions and perceptions are evidence-based. Each of us uses deductive reasoning to make predictions into the immediate future. Deductive reasoning is adding up what we know
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The 5-Star Patient Experience: What do Stars Have to Do With It?
May 15, 2015
In the beginning, there was only accreditation. Then, there were surveys to measure patient satisfaction. Then, there was a survey to measure the patient experience. Now, there are 5 stars. In April, the
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Miracles Happen When You Share Patient Stories
May 1, 2015
In the beginning, humans made up stories to explain the mystery of life. And, while we may call it mythology, whatever we have come to believe is more about the story
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