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Patient Experience Seen Through the Eyes of Future Healthcare Leaders

Posted By Martie Moore, Friday, May 01, 2015
Updated: Thursday, April 30, 2015

Today, we live in a complex healthcare world. And unfortunately, the excellent patient care always desired, sometimes gets lost in the chaos.

Yet every day, we have the opportunity to calm the chaos and bring to life what Patient Experience Week is truly about: aligning head and heart with compassion.

As Chief Nursing Officer at Medline, it’s my job to uncover new ways to help clinicians meet their patients’ needs. I spend a lot of time in the field talking with clinicians about patient satisfaction and clinical outcomes. For this week, I wanted to do even more. I talked with nursing students, the future of patient care, about aligning head and heart with compassion.

On choosing healthcare:
"I went to college to become a graphic designer. You were always trying to compete with the next person and it just didn’t match my personality, so I started seeking other opportunities. During that time, my grandfather was going through some bouts of cancer. We had good experiences and bad experiences with clinicians. That’s when I knew I wanted to be a nurse and provide patient care.”
Christopher Galloway, MSN candidate at Resurrection University in Chicago

On defining patient experience:
"To me, patient experience is the overall perception a person has about the care they received from a healthcare provider. No matter the diagnosis, if a person feels that they were well-taken care of, they will be satisfied.”
Julie Neske Bierach, Accelerated BSN program at Goldfarb School of Nursing at Barnes-Jewish College in St. Louis

On your first face-to-face interaction with a patient:
"I felt unprepared to handle that level of responsibility, making decisions that directly influence the well-being of another person who has put their faith in the health care system. Often times, patients value the things that you take for granted. My patient may not remember that I ensured her fluid status was adequate every day, but she was sure to thank me upon discharge for making sure she was warm each morning and had enough blankets and pillows. These experiences highlight the balance between the art and science of medicine.”
Jordan Gales, third year medical student at the Cleveland Clinic Lerner College of Medicine

On dealing with life and loss:
"For those that have ever met me, it’s no secret that I’m an emotional person. In nursing, this is almost a paradox—you need innate compassion and emotion to feel for each of your patients and their individual journeys in order to help them, but on the other hand, nurses deal with loss on a daily basis. And they must learn to move on, and not carry each lost patient with them or that can take a huge toll on them emotionally, mentally and physically. When I think about what I need to do to deal with life and loss, I know I’m the kind of person who will put myself in the affected family’s shoes and think about that person that was taken too young, too soon or too unexpectedly. It will weigh heavily on my mind, and more so my heart. Yet, I know I will bounce back, move on and let it go without forgetting the memories of these individuals.”
Lauren Cummings, third-year nursing student at the University of Iowa, College of Nursing

Martie Moore is chief nursing officer of Medline Industries, Inc. based in Mundelein, Ill, a leading provider of medical products and clinical solutions across the continuum of care. In this role, Moore provides nursing leadership for solution-driven clinical programs, delivers product development to enhance bedside practice and launches quality initiatives across the continuum of care. With what she learned during the nearly 30 years of clinical experience and extensive executive leadership, Moore now develops forward-thinking solutions and programs for those in the field today.

Tags:  community  culture  healthcare  interactions  patient experience 

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