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

6 Nursing Pioneers & Visionaries You Need to Know

May 7, 2021

In her influential work, “Notes on Nursing: What It Is and What It Is Not,” Florence Nightingale clearly states that her intention is neither to teach nor dictate strict rules about nursing since she believed that “the very elements of nursing are all but unknown.” Rather her purpose was to “give hints for thought to

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  • complaints key

    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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  • Watson Caring Science Middle Eastern Nursing Conference 2018

    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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  • Nurse washing hands

    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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  • CVS Minute Clinic

    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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  • Homeless man in DC

    A New Look at Whole Person Care

    January 5, 2018

    This past year, healthcare has taken both steps forward and steps back. In many ways, healthcare leaders remain stuck and unable to agree on what the major issues are: disease or cost? Staffing or safety? Population health or reimbursement? Improving Health With Whole Person Care In a recent post on Managed HealthCare Executive, healthcare CEO Leanne Berge calls

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  • care provider nurse hand on elderly man's hand

    Moving to Person-Directed Care

    December 15, 2017

    With his permission, I am sharing an excerpt from blog post written by a dear friend, George Drake, that speaks to the issue of person-directed care in residential care facilities. When my husband Dallas Smith and I met George in the late 1980s, he was teaching math at Lake Tahoe Community College. And, he was also

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  • female doctor taking notes

    Population Health is About More Than Just Treating the Body

    December 8, 2017

    While healthcare is increasing its dependence on data, exactly which data matters to the quality of care remains in limbo. Population health is about data and people.  It is about the “collective” and the “individual.”  And, in both cases, the question is about which data helps the patient that is in your clinic, emergency room,

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  • Football, Food, and Family: Thanksgiving in America

    November 24, 2017

    There is an ideal picture of the American Thanksgiving that portrays lots of food on a large table surrounded by multiple generations of family members. Then, in more recent decades, before and after dinner: football. In my family’s house, our father had a rare day off and Thanksgiving was one of them.  He was glued

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  • patient using C.A.R.E. VRx

    Are You Ready to Improve the Patient Experience With Virtual Reality?

    November 10, 2017

    The speed with which media technologies have changed in my lifetime is astounding. My parents listened to the radio. When I was six years old, we got a television. After that came stereo sound. Then cassettes and CDs. Computers. DVDs.  The Internet.  Smart phones. Now: Virtual Reality! However, while the application of media technologies in

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  • happy patient in bed holding doctor's hand

    “N” of One Holds the Key to the Patient Experience

    November 3, 2017

    Those of us in healthcare often talk about how difficult it is to study the patient experience because of variables that are not only complex but subjective and unique. How do we generalize what can be only understood when we deeply investigate the circumstance and motivation for an individual patient’s answers to our questions? How do

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