Writing in the Journal of the Royal Society of Medicine, His Royal Highness made a heartfelt plea to the medical profession to foster a climate of care and compassion yesterday.” The Health Service must learn to listen to its patients and be more…

Feeling excluded from the crowd literally makes us colder. “It’ll be cold, so cold, without you to hold.”The poets were right about the chill of isolation and rejection — more, perhaps, than even they knew: when a person f…

We may or may not, be hardwired to be empathic creatures — but without it, human society can become one very ugly place. A place without help; a place without hope; a place built upon the bricks of anger and fear…. Empathy is also a choice. It …

2. EmpathyEmpathy is the ability to identify with and understand another’s feelings, situation and motives. As I wrote in a previous Hospital Impact article, Tony DiGioia, M.D. says the key to delivering exceptional care experiences to e…

Empathy and compassion dwell at the core of the collective physician intention. We hold a noble commitment, and have taken a sober oath, to offer healing and caring to all who come to us with suffering.In the swirling eddies of our busyness, we may tak…

It happened eight years ago, but I remember it like it was yesterday. I had been invited to Harvard Business School to discuss a case study on Cleveland Clinic. After a very positive first session, a student at the second session raised her hand and sa…

With the Affordable Care Act tying patient satisfaction to hospitals’ incentive payments, patient experience efforts have been moving up the priority list.But at the Cleveland Clinic, the impetus to make it a top priority goes back to 2004, when a…