Category Archives: Best Practices

Best Practices

How to Engage Patients With Written Materials

One common thread connects all aspects of patient engagement: To truly engage patients, we must communicate with them in health-literate ways so they can be active participants in their own care. For written materials (digital or print), that means using the principles of plain language. While there is a lot written about the need to […]


Christopher Trudeau, JD Christopher Trudeau, JD, has a dual appointment as an associate professor in the UAMS Center for Health Literacy and as an associate professor of law at the UALR Bowen School of Law. Chris is an expert on health literacy, plain language and the law. His views are his own; they do not necessarily represent those of his employers. He may be reached at

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Best Practices

Effective Complaint Management Forges Hospital Loyalty

Feedback always precedes improvement. While praise is a powerful motivator, criticism is more likely to provoke introspection and the discovery of new approaches. In the current era of accountable care, statistically-valid performance measures are being incorporated into value-based purchasing decisions. Like it or not, hospitals and providers are being measured and compared more than ever […]


Tom Scaletta, M.D. Dr. Tom Scaletta is board certified in both emergency medicine and clinical informatics. He is the medical director of patient experience and the emergency department chair at Edward-Elmhurst Healthcare (, past president of the American Academy of Emergency Medicine and a national speaker on emergency department operations and patient satisfaction. Tom designed a computerized patient communication system praised by the Robert Wood Johnson Foundation and Urgent Matters (George Washington University).

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