Enhancing the Patient Experience

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March 3, 2014

Participating in a training session for the Language of Caring program were, from left:
Keri Hendrix , PACU; Dr. Thomas Raab, chairman, Dept. of Medicine; Barb Lawrence, RN, Patient Care Services;
Peggy Blenski, Care Management.; Elizabeth Gavin, RN, 6 East; and LuAnn McCoy, Care Management.

At Mercy Hospital of Buffalo, The Language of Caring program is our next step towards our goal of exceptional patient care.

Selected associates, managers, and physicians were trained as facilitators last fall, and have been leading 2-hour Language of Caring Jumpstart sessions that began in January. Mandatory for all Mercy associates, these sessions will be conducted at the hospital and offsite locations through the end of February. Staff can enroll via NetLearning. All attendees of the Jumpstart sessions through Feb. 28 will be entered in a drawing to win an iPad mini. A special thank you goes out to all of the Mercy facilitators that have dedicated their time, skills, and talents to this important initiative.

This program is designed to give staff the skills and tools to consistently provide exceptional experiences to patients, families, and to each other. Starting in March 2014, the first of 10 (30-minute) modules will be presented by each department manager or designee in their respective department/unit. They include:

  1. Introducing The Language of Caring (March 2014)
  2. Heart-Head-Heart (April – May 2014)
  3. The Practice of Presence
  4. Acknowledging Feelings
  5. Showing Caring Nonverbally
  6. Explaining Positive Intent
  7. The Blameless Apology
  1. The Gift of Appreciation
  2. Say it again with HEART
  3. The Language of Caring: From Good to GREAT

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This article appeared in the Winter 2013 edition of Mercy Connection, the official newsletter of Mercy Hospital.

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