Why Should We Care “What Matters Most” to Our Patients and their Families?
Mary Ann Dragon, Director, Patient and Family Services, Rainbow Babies and Children’s’ and MacDonald Women’s Hospitals University Hospitals, discusses why we should care about what matters most to patients and families. Communicating and making connections show us how to individualize care to support patient and family engagement and participation in the plan of care.
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Patient Family & Community Engagement | Staff & Provider Engagement
The Importance of Emotional Intelligence in Patient Relations (Part 1)
The Patient Relations department assesses and resolves complex patient issues related to customer service, billing, and patient care daily by researching errors and patient issues and finding the proper solution to satisfy the needs of the patient and their care partners. Individuals possessing a high emotional intelligence (EI) quotient can use their emotions as a
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Patient Family & Community Engagement
Aligning the Work of Patient Relations: The Value of an Operating Manual
In this case study from Yale New Haven Hospital System, learn how the creation of an Operating Manual for all Patient Relations Departments across their health system aids in setting expectations for staff in quality, safety and experience. Initial outcomes from the new manual include higher compliance rates in case documentation and greater clarity around
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