WIHI - A Podcast from the Institute for Healthcare Improvement

Date: February 9, 2017 Featuring: Patricia E. Folcarelli, RN, MA, PhD, Interim Vice President, Health Care Quality, Beth Israel Deaconess Medical Center (BIDMC) Lauge Sokol-Hessner, MD, Attending Physician; Associate Director, Inpatient Quality, Silverman Institute, BIDMC Erica Dente, Patient Family Advisor, BIDMC Frank Federico, RPh, Vice President, Institute for Healthcare Improvement (IHI) Most of us know what it feels like to have an interaction with someone that can feel rushed, incomplete…maybe even abrupt or downright rude. When that’s the type of encounter patients have with health care providers and staff, it cannot only be upsetting but have other consequences: patients may lose confidence in those overseeing their care, withhold information, and generally withdraw from the treatment process. One major health system has decided it’s high time we track and label these situations for what they are: emotional harm. They shared with the WIHI audience what led them to become far more proactive ab