What is Projective Identification, and Why Should I Care?
Published July 9, 2023
We’ve all had an experience dealing with someone who is upset or angry. In these uncomfortable situations, it is sometimes difficult to know where the discomfort comes from—us or the other person. The projection of negative feelings from one person into another is what psychiatrists call “projective identification.” In this learning bite, Helen Riess, M.D., explains how healthcare professionals can spot projective identification in stressful interactions with patients and how an empathetic response can lead to a calmer state of mind for both the patient and the clinician.
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Staff & Provider Engagement
The Impact of the ED Service Ambassador Program
Published September 11, 2025

In this episode, Amy Kwiatkowski talks with Liddy Deacon of Sutter Health about their Emergency Department Service Ambassador Program. Liddy shares how ambassadors support patients and staff, foster meaningful connections, and improve care experiences across the ED.
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Innovation & Technology | Staff & Provider Engagement
Creating Human Connection through Artificial Intelligence
Published January 20, 2026
Explore how Mayo Clinic uses artificial intelligence (AI) to strengthen communication and empathy in healthcare. Learn how CoCo, a virtual assistant built on the Mayo Model of Communication, provides real-time advice, coaching and feedback to staff across a 1,000-member communication center. Join this webinar to discover how AI can be leveraged to improve efficiency while
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Staff & Provider Engagement
Navigating the Journey: Mapping the Highs and Lows of Experience
Published January 9, 2026

At St. Jude Children’s Research Hospital, patient journey mapping helps teams see care through the eyes of patients and families, revealing gaps, reducing anxiety, and turning insight into meaningful improvement.
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