What does the patient experience mean to you? - First place submission
We asked our employees, what does the patient experience mean to you? Numerous essays were submitted, all displaying incredible insight and inspiration. Read below the submission that was awarded first place in our essay contest.
My mom is a disabled veteran and a public health nurse. We lived in a rural area where most VA hospitals were greater than a three-hour drive away. Therefore, over the years, I accompanied my mom to her appointments and saw many doctors and different patient experiences. On these visits I observed and learned from a young age the good and the bad of patient experiences. I saw the kindness from nurses and administrative staffs, the patience from doctors who would listen to concerns and not leave before questions were answered but I also saw the dismissal of my mom many times, the disregard for the pain she was in, the prescribing of more medications than necessary, and on a few occasion comments that made her feel ashamed or embarrassed over things that were outside of her control. We no longer live in the same state, I no longer accompany her to her appointments. Recently, my mom had a serious health concern. She called me in tears because for the first time in many years the doctor that saw her listened to her concerns, made her feel validated, and made a clear plan to help her. They did not dismiss her concerns-like many times before, they did not doubt her feelings-as they had many times before, and they did not tell her there was nothing to be done, instead they helped her and gave her comfort.
My mom, as a nurse has been an exemplary example of what non-patient side looks like in the patient experience. She has coached, encouraged, and helped countless women on their breast-feeding journeys. She made sure people in her rural county got nebulizers during COVID pandemic by dropping them in individuals’ mailboxes when they couldn’t leave their homes. Anyone who comes to visit my mom at the public health department are always greeted warmly and have all their questions answered before they leave. She gives the care that she would like to receive, giving the patient experience that she wants to see in the world.
The patient experience is two parts: the giver and the receiver. The giver holds power in almost all cases and many of the outcomes are dependent on them. If the giver listens to the concerns of the patient, validates those concerns, and formulates a plan both parties can be the receiver. The patient is the receiver of care and a good experience which may result in the giver receiving trust and satisfaction in their work, leading to a continuing cycle of a positive patient experiences for both parties. When one is the giver, whether staff, nurse, doctor, they should reflect on the care they would expect to receive and make sure that is what the patient receives. After watching my mom be both a giver and receiver, I believe the patient’s experience is dependent on many individuals, and just one kind action can make a difference - just like the doctor who listened to my mother’s concerns.