Words Matter: Shaping Behaviors Through Language

Words have a big impact on how we think and act. Phrases and titles like "patient satisfaction", “service excellence”, and "happy patients" practically make me cringe.

Each individual attaches unique meanings to words. Consider the term "beach" - it evokes many images, from families playing in the sand to idyllic tropical getaways. Words have the power to shape culture and influence behavior. Therefore, we should carefully select words that accurately illustrate and influence behaviors that impact the intended outcomes for patients, families, and team members.

Shifting Perspectives

How do healthcare teams see terms like "patient satisfaction", service excellence”, or "happy patients"? Do they think making patients happy is the ultimate goal for joy? Are there worries that focusing on happiness might affect quality care? Could this idea make leaders see patient experience as a "nice to have" instead of a "must-have"?

Patient Experience vs Patient Satisfaction

The AHRQ distinguishes between patient experience and patient satisfaction. While these terms are often confused, they have distinct meanings. Patient experience is assessed by inquiring whether expected healthcare interactions, such as clear communication with a provider, occurred as anticipated or how frequently they occurred.

On the other hand, patient satisfaction relates to whether a patient's expectations for a healthcare visit were fulfilled. Even when receiving the same care, individuals may rate their satisfaction differently due to varying expectations.

I recently read a LinkedIn post about working to engage a group of ED docs, showing how a small gesture like giving a patient a pillow can mean a lot. I'm all for comforts like pillows and blankets. AND....we've heard some clinicians say, "We're not here to fluff pillows; we're here to save lives," giving us a peek into their perspective. I get the reason for comfort measures, a pillow can start a conversation and build trust. This trust shapes care plans and boosts adherence. But do we have an opportunity to engage our teams differently?

Creating the Shift Through Language

To change perspectives and behaviors, we start with changing the language. Using terms like "patient experience," "easing suffering," "keeping patients safe," and "avoiding falls" is a start. By weaving in quality, safety, and patient experience, we can change the conversation, the perception, and ultimately the behaviors of our teams. Our language can connect the dots of words, behaviors, and improved outcomes.

Key takeaways:

• Choose words wisely: Opt for terms like "patient experience," "easing suffering," and "keeping patients safe" to align language with quality care goals.

• Patient experience ≠ patient satisfaction. Understand that patient satisfaction reflects meeting expectations, while patient experience gauges if essential healthcare aspects were provided as expected.

• Enhance team engagement: Encourage discussions on quality, safety, and patient experience to show the impact of their actions on improved patient outcomes and family well-being.

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