Words Matter: Transforming Care Through Better Communication
Published July 8, 2025
In this episode of To Care Is Human, Terri Ipsen talks with Susan Osborne about the power of words in healthcare. Based on her PX blog, “What to say instead of…,” Susan shares practical tips and real examples of how small language changes can ease anxiety, build trust, and improve patient experience. Learn how intentional communication can make a lasting difference in patient care across all healthcare settings.
Related content
-
Environment & Hospitality
Discharge with Dignity: Ensuring Every Patient Leaves with Care and Compassion
Published September 12, 2025
In this learning bite, Linda Van Fulpen shares how a simple idea—providing clothing and essentials at discharge—grew into a sustainable, hospital-wide initiative at Sharp Grossmont Hospital that meets critical needs, complies with state regulations, and fosters compassion across the community.
Learn more -
Environment & Hospitality
Prioritizing Patient Rest: Response to the New HCAHPS Restfulness Questions
Published May 13, 2026
This case study explores how The Queen’s Medical Center prioritized patient rest and healing through systemwide practices focused on communication, environment, staff training, and volunteer support in response to new HCAHPS restfulness measures. Their efforts reinforced rest as an essential part of recovery and contributed to top quartile patient experience performance.
Learn more -
Environment & Hospitality | Patient Family & Community Engagement
Integrating Recreational Art Activities into the Patient Experience
Published April 10, 2023
This research study explores the impact of recreational art activities on the human experience of hospitalized patients. With funds awarded through The Beryl Institute’s Grant Program, University of Maryland St. Joseph Medical Center launched Heart Cart, a painting program for inpatients. Reaction to the initial pilot from cardiac surgery patients was so positive, the art
Learn more
Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Words Matter: Transforming Care Through Better Communication