Focus on the Experience of Care and Caring

Listening to Feedback

Exemplary healthcare experiences begin with kindness – highly skilled and competent staff isn’t enough. A healthcare provider who has been kind is the number one reason for a patient compliment. Feedback from patients tells us that attitude and courtesy is important to them and lack of courtesy and the perception of an “attitude that is unkind” is one of the top reasons that patients share a concern. The culture of kindness has been measured in the “joy” people bring to work; it is palpable throughout the organization and referred to as measuring “humanity.”