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The Importance of Patient Experience for Margin and Market Share

If you’ve worked in healthcare for any length of time you’ve probably heard the saying “no margin, no mission.” As a nursing leader, I had to learn terms like EBIDA, productive versus non-productive hours, fixed assets, expense variances, and the intricacies of tax accountability for regular payroll versus bonus hours.

Helping Patients Feel Comfortable Giving Feedback

One of the realities of life is that we are constantly giving and receiving feedback. Sometimes feedback is formal, such as annual performance reviews or meetings with supervisors or faculty. Other times it is as casual as a reassuring smile from a colleague or mentor when mastering a new task or comforting another. How we process and apply feedback is influenced by many things. Comments or feedback might take the mind to a similar stressful experience in the past or to a pleasant memory surrounding a success.

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