The staff sits in and hears things from the patients' perspective. |
They're getting a lot more positive comments, not only the nurses, but the maintenance person. A patient might notice how wonderful the grounds look. |
We want them to speak up on what they want in terms of service and care. |
We wanted to address the patients' emotional needs and how they were handling being in the hospital. We're being attentive to what they're not saying -- that nonverbal communication. |
We've learned a lot from it. The goal is to ultimately improve the patient's experience. |