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Encore Webinar - Overheard: What We Say, What We Mean and What Patients and Families Hear
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To address the challenge of unintended consequences from communications, this webinar draws on real world examples from hospitals around the country. Webinar attendees will analyze various forms of communications, including body language, print materials, signage, and the spoken word, and identify ways to align impact and intentions to communicate more effectively in their practice.

9/26/2017
When: September 26, 2017
2:00 pm ET
Where: United States

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Overheard: What We Say, What We Mean and What Patients and Families Hear*

Lori Gunther, MS, CPXP | Director Strategy and Experience, NICU Innovation, March of Dimes

September 26, 2017, 2:00-3:00 PM ET

Ensuring that patients receive clear and compassionate communication from the first interaction within any healthcare system is crucial to setting the stage for a positive experience. Effective communication is the foundation of patient experience, and impacts quality of care, patient safety, and patient satisfaction. Yet, too often our communications have unintended consequences that reduce our ability to build effective therapeutic relationships and connect with our patients and their families. To address this challenge, this webinar draws on real world examples from hospitals around the country. Webinar attendees will analyze various forms of communications, including body language, print materials, signage, and the spoken word, and identify ways to align impact and intentions to communicate more effectively in their practice.

Learning Objectives

  • Explain the difference between intent and impact in verbal and non-verbal communications with families.
  • Substitute supportive, alternative phrasing in place of common statements made in healthcare settings.
  • Describe three principles for communicating effectively with families.

*This webinar is an encore presentation from the Patient Experience Conference 2017.

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