EngagingPatients.org Encore

Effective Complaint Management Forges Hospital Loyalty

In this ENCORE contribution, Tom Scaletta, MD, reminds us that patient complaints are opportunites to improve patient experiences and forge deeper relationships when handled appropriately.


Communication: a Powerful Remedy to Cure Ailing Quality and Experiences in Healthcare

The rising emphasis on “The Patient Experience” has stimulated an overwhelming spectrum of improvement offerings: patient-centered architecture, facility design, technology devices, patient engagement/education tools, survey evaluation tools, marketing campaigns, fashionable hospital gowns, artistic decor…and so much more! How do we rank and prioritize the plethora of improvement opportunities? What is MOST important? Communication represents a…

Health Literacy Month: A Great Time for Learning and Improving


Earlier this year, the National Patient Safety Foundation’s Lucian Leape Institute issued a report about how critical patient and family engagement is for ensuring patient safety. Health literacy problems continue to be one of the barriers to effective patient partnerships. With Health Literacy Month in progress, there is no better time to learn more about…

The Telluride Experience: Rich Insights with Patients as Faculty

At Telluride, students and physicians learn about the human side of medicine from patient families like the Skolniks who watched their son suffer the consequences of an  unnecessary brain surgery.

When Helen Haskell lost her son Lewis to medical harm, becoming a medical educator most likely was the furthest thought from her mind. The same, I would imagine holds true for Patty and David Skolnik and Carole Hemmelgarn, patient advocates who also lost children entrusted to healthcare professionals. But when these incredible individuals rose above…