Cut through the Clutter

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Changing the Perceived Culture of Indifference in Care

When CAHPS and other survey tools are provided to patients, they ask patients about the aspects of their experiences that are important to them. In other words, they ask patients to tell us what that individual patient cares about when related to their medical experience. Many of the questions focus on the communications and interactions between providers, staff and the patient. If the “professionals” are seen to be disengaged, distracted or indifferent, the patient feels neglected, rushed, and under-informed. Unlike most articles, the purpose of this is not to tell your employees to smile more, though that won’t hurt. It is to look at the visual and communication aspects of your culture

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