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:
- To speak with Leslie Bank, call 718-920-4060.
- “I’m Sorry to Hear That…Real Life Responses to Patients’ 101 Most Common Complaints About Health Care.” Available at http://tinyurl.com/3e4v2g4
- Susan Keane Baker (Bank’s co-author) provides many articles, tips sheets, and other resources about exceptional patient care. Available athttp://www.susanbaker.com/
- The Language of Caring Video-Based Skill-Building Program, by Wendy Leebov. Available at http://www.quality-patient-experience.com/language-of-caring.html
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.