Law Enforcement, Risk Management, and Health Literacy (HLOL #169)

Heather Schragg is Director of Patient Experience at Eaton Rapids Medical Center in Eaton Rapids, MI. She not only oversees the hospital’s Risk and Quality Management programs but also its initiatives to improve patient and employee experiences. Heather is committed to helping patients navigate and understand the complicated healthcare system.

Mitch Ross is a police officer in Milwaukee Wisconsin.

Over the years he has held many positions, including work in an Anti-Gang Unit Squad and on a Major Incident Response Team. He also is an adjunct instructor at the Milwaukee Police Training Academy. In addition, Mitch educates civilians about reporting suspicious activities and responding appropriately during active shooter events.

Helen Osborne talks with Heather Schragg and Mitch Ross about:

  • What law enforcement, hospital risk management, and health literacy have in common when it comes to health communication.
  • Effective ways to communicate when a calm situation escalates into a crisis. And ways to use words and body language to help calm a tense situation.
  • Communication tips that all of us, regardless of our profession or setting, can use to build trust and understanding.

Health Literacy from A to Z: Practical Ways to Communicate Your Health Message, Second Edition (Updated 2018), by Helen Osborne. Relevant chapters include: 13, 24, 27, 41

Read the transcript of this podcast.

The Importance of Empathy in Health Communication (HLOL #61)

Leslie Bank is Director of Customer Service at Montefiore Health Care System in Bronx, New York. She is also the co-author of, “I’m Sorry to Hear That…Real Life Responses to Patients’ 101 Most Common Complaints About Health Care.”

Bank has worked as a healthcare “change agent” for over three decades, always striving to assure that the patient’s voice is heard in all aspects of care. This includes her ongoing work in billing reform. In fact, many refer to Leslie Bank as “The Mother of Patient Friendly Billing.”

In this podcast, she talks with Helen Osborne about:

  • What empathy is and how it helps build trusting healthcare relationships.
  • Strategies and suggestions for using empathy in day-to-day practice.
  • Stories and examples of empathy in action.

More Ways to Learn:

Health Literacy from A to Z: Practical Ways to Communicate Your Health Message, Second Edition (Updated 2018), by Helen Osborne. Relevant chapters include: 5, 24, 27, 41.

 

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