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Mark Rudolph, MD
Seattle, WA
A hospitalist physician shares insights and practices designed to promote leadership, provider and caregiver engagement in the patient experience.
Recent Activity
Patients assume that we are making the right clinical and operational decisions on their behalf. This should be routine care. And while these decisions are certainly critical to optimal patient outcomes, the patient experience is most deeply impacted by the communication we share. Continue reading
Posted Jan 31, 2014 at The (in)Patient Experience
The fact is, quality in healthcare will never be “complete”. And those who make great strides in patient experience improvement will be those who don’t shy away from the work despite this reality. Continue reading
Posted Dec 27, 2013 at The (in)Patient Experience
I couldn't help but read this print and web ad from Apple over and over, wondering if we in healthcare are asking ourselves questions about the patient experience that are nearly as tough. Continue reading
Posted Aug 19, 2013 at The (in)Patient Experience
Patients and families often have peripheral, yet related concerns that we simply cannot anticipate. This is why it’s critical to create an opportunity for them to share their questions and fears, no matter how redundant or extraneous they may seem in relation to our explanations of their illness. Continue reading
Posted Jul 31, 2013 at The (in)Patient Experience
There are three critical communications that will help you establish the trust you want and need to provide your hospital patients with great care and a high quality experience. Continue reading
Posted May 31, 2013 at The (in)Patient Experience
It’s our responsibility to do everything in our power to facilitate patients’ understanding of who we are and how we are involved in their care. Use your business card well. And don’t be a stranger. Continue reading
Posted Mar 17, 2013 at The (in)Patient Experience
If we’re preemptively over-ordering, over-prescribing or simply taking orders from patients solely to improve survey scores or to generate a chunk of bonus money, we have only ourselves to blame. And again, we are missing the point. Continue reading
Posted Jan 30, 2013 at The (in)Patient Experience
The fact that the quality of each consumer's experience is determined by our communication and actions holds true whether we're providers of healthcare, legal services or coffee. Continue reading
Posted Dec 17, 2012 at The (in)Patient Experience
Taking advantage of these opportunities to exceed people’s expectations gets to the heart of improving the patient experience. Continue reading
Posted Dec 3, 2012 at The (in)Patient Experience
Happy doctors set up each interaction to be mutually beneficial. They pick a style of helping that results in appreciation. They give a little more of themselves emotionally, but get much more back in return. Continue reading
Posted Nov 5, 2012 at The (in)Patient Experience
Ask patients if they have any feedback for you about the care you’re providing and preface the question by authentically vocalizing your commitment to their comfort and understanding. Continue reading
Posted Oct 22, 2012 at The (in)Patient Experience
Doctors should survey nurses to get direct feedback about the experiences they're providing to both the nursing staff and patients. Continue reading
Posted Oct 11, 2012 at The (in)Patient Experience
Nurses, physicians and other clinical providers should committ to improving the patient experience by sitting down with their patients at every opportunity. But hospitals must provide designated chairs or stools in patient rooms. Continue reading
Posted Oct 3, 2012 at The (in)Patient Experience
The patient experience is most influenced by human factors, especially superior communication skills between hospital staff and patients. We must continually ask ourselves whether we’re doing enough to promote and foster the skills we know to be pivotal to the patient experience. What are you doing? Continue reading
Posted Sep 20, 2012 at The (in)Patient Experience
The take-home messages for healthcare leadership are clear when it comes to caregiver communication skills. You’ve got to continuously evaluate and support communication performance for each and every staff member from day one. Continue reading
Posted Sep 14, 2012 at The (in)Patient Experience
The backbone of a truly meaningful patient experience was laid bare – compassion. And its absence was so glaring that it stopped the patient encounter dead in its tracks. Continue reading
Posted Sep 11, 2012 at The (in)Patient Experience
Being mindful of our patients’ surroundings and acknowledging the impact of both planned and unplanned interventions can greatly improve the patient experience. Continue reading
Posted Sep 7, 2012 at The (in)Patient Experience
Set your pager and/or phone to silent mode Continue reading
Posted Aug 31, 2012 at The (in)Patient Experience
Observing caregivers and providing focused performance feedback and coaching is the future of patient experience education. Continue reading
Posted Aug 28, 2012 at The (in)Patient Experience
Hospital ID badges rarely serve their intended purpose in a reliable fashion. Continue reading
Posted Aug 24, 2012 at The (in)Patient Experience
The connections you create by acknowledging your patients in this way improve not only the patient experience, but also patients' healing time and their discharge follow-up on account of the enhanced trust and accountability that patients feel toward their providers. Continue reading
Posted Aug 22, 2012 at The (in)Patient Experience
When you routinely acknowledge patients’ perceptions, you will create opportunities for greater trust, communication and compliance. Continue reading
Posted Aug 20, 2012 at The (in)Patient Experience
There are three questions that are universally at the heart of patients’ fears and anxieties. I call these the Core Concerns. Continue reading
Posted Aug 17, 2012 at The (in)Patient Experience
While you can't predict the future, you know a lot more about what it holds than your patients do. Sharing the "When? Where? How?" can relieve patient anxiety and improve the experience. Continue reading
Posted Aug 8, 2012 at The (in)Patient Experience
Great healthcare isn't just about competency. Every one of us is also responsible for CARING for the patient. This message has to be repeated and fostered in pursuit of the patient experience mission. Continue reading
Posted Aug 7, 2012 at The (in)Patient Experience