We need to be the patient in the room
Transgender activist Emily Newberry joins Director of Community Experience, Amy Kwiatkowski to share her multi-decade journey of acceptance and understanding and how it led her to the field of patient experience and advocacy. Listen as Emily describes how her own experience navigating the health care system as a transgender woman inspired her to be persistent and to advocate for patients across the spectrum of care.
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Culture & Leadership | Quality & Clinical Excellence | Staff & Provider Engagement
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The VA New England Healthcare System developed a standardized service recovery program to improve patient satisfaction, increase customer loyalty, and build patient trust. The VA’s S.A.L.U.T.E. training model empowers staff to provide prompt service recovery when errors occur, correcting what went wrong for the patient, mending the damage the error caused, and restoring trust in
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