The Nurses Station–A Podcast by Nurses and for Nurses.
This episode is brought to you by Renal Care Registered Nursing Services. Providing acute hemodialysis and plasma exchange services to NY-Metro-area hospitals for nearly two decades.
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In this episode, host Jim DeMaria speaks with Kathleen D Pagana, PhD., RN, author of The Nurse’s Etiquette Advantage: How Professional Etiquette Can Advance Your Nursing Career and Cindy Saver of Honor Society of Nursing, Sigma Theta Tau International.
Etiquette is more than just which fork to use. It s about handling business meetings and PDAs appropriately. It s about cultivating your career, and it s essential for nurses career success from new graduates to seasoned leaders. Popular author and speaker Kathleen Pagana, PhD, RN, transfers her teaching style into a book that both informs and delights. Learn from the experience of others through faux pas, good ideas, frequently asked questions, and take-away tips
The Nurses Station–A Podcast “By Nurses And For Nurses”
The Nurses Station, Episode 11. This week, Jim DeMaria talks with Douglas R. Bender, author of “The ABC’s of Leardership”.
Doug Bender, CEO of Paladin Consulting Services has written an engaging book we know you’ll find useful. Doug most recently was head of HR Support Services at MasterfoodsUSA, a Mars,Incorporated subsidiary, directing the development of leading edge transformational HR systems, processes and organization design, promoting excellence in all professional (exempt) staffing nationwide, e-HR, HR Effectiveness, HR Administration and Regional Benefits Administration support for all Mars businesses in the U.S. and Puerto Rico. Prior to Mars, Doug spent several years at Miller Brewing Company.
Welcome to The Nurses Station, a podcast “By Nurses and For Nurses”.
This week, host Jim DeMaria speaks with Susan Keane Baker and Leslie Bank, co-authors of “I’m Sorry To Hear That…” Real Life Responses to Patients’ 101 Most Common Complaints About Health Care.
From the patient’s perspective, a complaint about healthcare or service is an urgent statement of fact. “I am here where I don’t want to be,” “I am frightened and unsure what will happen next,” “I put my trust in you, and now something is wrong,” or “How can I be sure I will be okay?” When you respond to a patient’s complaint, you are responding to the patient’s sense of helplessness and anxiety. The service recovery scripts offered in this book can help you recover a patient’s confidence in you and your organization.
About the Authors
Susan Keane Baker is the author of Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients. She has spoken on service quality for health care organizations and associations in 47 states. Her professional experience includes seventeen years in Vice President positions at hospitals in New York and Connecticut. For seven years, she directed the Quality Initiatives Program for a national PPO with 19 million members. She is a Commissioner on the Connecticut State Commission on Medicolegal Investigations. In 2008, Susan served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award.
Leslie Bank is Director of Customer Service at Montefiore Medical Center, Bronx, New York, a large multi-hospital health care system where a service excellence philosophy is fostered and sustained. She has worked as a “change agent” for over three decades, always aiming at assuring the patient’s voice is heard in all aspects of care. Leslie was named “The Mother of Patient Friendly Billing” after her experience in billing reform following a New York Times Op-Ed Editorial entitled: “My Golden Hernia.” She has authored two commercial customer service videos and has received national awards for patient satisfaction improvement.
We love to hear what you have to say. As nurses, we don’t get many opportunities to discuss the issues that really matter. This is the place. So get to sharing!
The Nurses Station host Jim DeMaria speaks with Jari Holland Buck, author of “Hospital Stay Handbook–A Guide to Becoming a Patient Advocate for Your Loved Ones”. A medical lay-person, Buck spent seven and a half months in four hospitals by the side of her critically ill husband. This book represents the lessons she learned and used in partnership with the medical community to produce a miracle: her husband’s survival.
We’ve got a free copy for one lucky listener. Leave a comment here to enter. We’ll pick a winner at random to receive this very special work by this very special woman.