Overheard: What We Say, What We Mean, and What Patients Hear

Lori Gunther, MS, CPXP | Director Strategy and Experience, NICU Innovation, March of Dimes

Ensuring that patients receive clear and compassionate communication from the first interaction within any healthcare system is crucial to setting the stage for a positive experience. Effective communication is the foundation of patient experience, and impacts quality of care, patient safety, and patient satisfaction. Yet, too often our communications have unintended consequences that reduce our ability to build effective therapeutic relationships and connect with our patients and their families. To address this challenge, this webinar draws on real world examples from hospitals around the country. Webinar attendees will analyze various forms of communications, including body language, print materials, signage, and the spoken word, and identify ways to align impact and intentions to communicate more effectively in their practice.