To Care is Human Words Matter: Transforming Care Through Better Communication
Jul 14, 2025
In this conversation, seasoned nurse and patient experience leader Susan Osborne shares transformative insights on healthcare communication. She emphasizes how intentional wording can ease patient anxiety and build trust. Susan reveals common communication pitfalls and offers practical tools for healthcare professionals to enhance their interactions. By personalizing language and leveraging metrics, she demonstrates how small changes can lead to significant improvements in patient satisfaction and care quality.
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Welcoming ED Script That Calms Patients
- Susan illustrates a poor ED introduction and then provides a warm, structured alternative that eases patients immediately.
- The revised script includes role, experience, safety steps, timeframe, privacy, and an offer for a blanket.
Explain What, Why, And How Long
- Susan explains that patients need to know the what, why, and expected duration of care to lower anxiety.
- Clear narration of care builds understanding and improves patient experience.
Practice Phrases Weekly With A Toolbox
- Create a patient experience toolbox with practice prompts and role-play those phrases regularly in safety huddles.
- Repeat weekly so keywords become natural and consistent across staff interactions.