Enhancing the Patient Experience through Spotlighting

Anne Mendoza, Manager Patient Experience, St. Joseph Heritage Healthcare

Spotlighting is a proactive approach to healing beyond science. It seizes a moment in time during the patient experience to create an optimal situation for sacred encounters to occur. It gives caregivers new tools to show their compassion, honor patient dignity and foster an environment in which patients feel safe and nurtured. The result is not just good customer service; it’s care, compassion, connection and dignity. In this webinar participants will: Understand how to design an exceptional patient and family experience by focusing on how we make patients feel during key moments throughout the patient journey. Learn the steps to design a scene that will foster an environment that supports caregivers to consistently provide care, compassion, connection and dignity for patients and families. See Examples of scenes, props and gestures used at St. Joseph Hospital to foster exceptional patient and family experiences.