The Role of Emotional Intelligence in Patient Experience Improvement Strategies

During a large corporate meeting, a Patient Experience (PX) leader dropped his head as he presented the downward trend of patient experiences scores in the quietness of the hospital environment domain.  He felt embarrassed and frustrated because the scores did not justify the cost of a pricey quietness tracker.  He also spent an exhaustive amount of time in rolling out a new quietness campaign to the thousands of staff across the health system.  When the COO questioned his initiatives and inquired about his plan of action moving forward, the PX leader viscerally blurted out, “how about you step up and actually help me by holding your leaders accountable!”  After realizing the words he just vomited, he quickly back peddled and said, “I meant we, as leaders, need to role model expectations and hold our teams accountable.”   After the meeting, the PX leader sincerely apologized.  He was shocked at what he just said.  This behavior was very uncharacteristic of him.  For next few days, weeks, months, he couldn’t stop replaying the situation in his head.  It was like a never-ending bad dream.  All he could think was, ‘why did I say that – have I lost my mind?”

 

Emotional Intelligence and The Hijack

 

Have you ever unintentionally said something unprofessional?  Or, do you know someone who has?  This is what Dr. Daniel Goleman coins as an emotional hijack.  An emotional hijack is when our limbic brain (emotional headquarters) trumps our cortex (logical).  Stress can actually disrupt our logical and rational thought process and place us on fight or flight mode. How do you reduce stress? Click To Tweet The PX leader, in the aforementioned story, automatically went on fight mode due to the buildup of stress triggers; hence his inappropriate and emotive reply to his COO.

 

It is well documented that improving the patient experience is stemmed from building meaningful relationships with our patients and with each other.  Although this may seem pretty fundamental and simple, it is not.  Case in point, building meaningful relationships in everyday life can be challenging.  Add an extra layer of emotionally charged situations, such as those endured in the healthcare environment, only adds fuel to an already existing fire.  When our emotions are intensified, such as when we are forced to make quick decisions that affect another’s well-being, we often find our temperament challenged.

 

We also know how difficult it is to work with other people who are experiencing an emotionally charged situation.  When emotions run rampant in others, such as the scenario above, we be left feeling disrespected, devalued and marginalized.  Worse, when our emotions become hijacked, we make others feel the same way.

 

 

Emotional Intelligence Can Improve the Patient Experience

 

How can we improve outcomes when we are working in emotionally charged situations? Well, since we can’t avoid them, we need to learn how to work through them.  This can be accomplished by improving our emotional intelligence.

 

Emotional Intelligence (EI) is defined as the capacity to be aware of, control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically.   Goleman (1998) identified key domains of EI including self-awareness, self-regulation and management, social awareness, and relationship management.

 

Some of the many benefits of improving your emotional intelligence in the workplace:

 

  • Improved stress management
  • Enriched health and well-being
  • Enhanced collegial relationships
  • Greater patient experiences
  • Increased workplace productivity and performance

 

 

Improving our Emotional Intelligence

 

Our EI can be strengthened by exercising both our EI knowledge and our EI practice.  That is, we need to not only be knowledgeable about EI strategies, but we also need to put this knowledge into practice.  Below are a few ways we can increase our EI knowledge and apply them into our day to day practice.

 

 

Self-Awareness

 

  • Knowledge: Become aware of your stress triggers.  In other words, what situations or behaviors stress you out?  Answering that question with a broad brush, such as ‘everything’ is not the answer.  Think of specific examples.  Examine what exactly triggered the emotion. Although you can’t control the situation, you can control your reaction to it.

 

  • Practice: Journal your feelings. This simple act can improve not just your self-awareness, but your mood, too.

 

Self-Regulation

 

  • Knowledge: Examine what your core values are. Think about your own personal code of ethics. Understanding what is most important to you will help you make good choices.  Hold yourself accountable and own your problems. Don’t blame other people for your problems.  Make a commitment to admit mistakes and accept consequences. In addition to helping you take responsibility for yourself, this practice will earn you the respect of others.

 

  • Practice: Breathe and tell yourself ‘you got this’. The next time you find yourself in a challenging situation, be aware of how you act. Practice deep-breathing exercises and think through your emotions. Repeat a few positive affirmations such as “ I am stronger than this”, “I will take the higher road and remain calm”, “I maybe frustrated now, but I am gaining strength by believing in myself”.

 

Social Awareness

 

  • Knowledge: When working with people who are dealing with an emotionally challenging situation, put yourself in someone else’s shoes. Consider situations from their perspective. This can shed a completely different light on things and allow for conflict resolution.

 

  • Practice: Acknowledge other’s feelings. Suppose you ask a colleague on an earlier shift to stay on to cover you because you’re running late for work. Although she agrees, you can hear the disappointment in her voice. Respond by addressing her feelings. Tell her you appreciate that she is willing to stay for you, and that you’re just as upset about being late. Promise to pay it forward when she needs you— and keep your word.

 

Relationship Management

 

  • Knowledge: Open and honest communication is key to building rapport with others.  Improve your communication skills by paying attention to how much you’re listening compared to how much you’re speaking.

 

  • Practice: One way to do this is to apply the Question-Wait-Question (QWQ) formula.  This formula reminds us to give the person we are conversing with time to respond.  We often use filler words to help fill in awkward space during conversations instead of giving the other person time to process what is said, collect their thoughts and speak.

 

Although we can’t change life’s adversities, we can change the way we react to them.  It is imperative that we educate ourselves on the concept of emotional intelligence and commit to putting this knowledge into practice. Improving our emotional intelligence will not only help improve patient experiences but will also help improve our own workplace satisfaction.

 

Contact Cheri to discuss what Cheri Clancy & Associates can provide for your organization! She can help you create better teams, patient experiences, healthier workplace environments, leadership training and more!

 

146 Comments

  1. cialis pill price

    how often can you take cialis

  2. ivermectin prices

    The Role of Emotional Intelligence in Patient Experience Improvement Strategies | Cheri Clancy & Associates, LLC

  3. ivermectin dosage for cats ear mites

    The Role of Emotional Intelligence in Patient Experience Improvement Strategies | Cheri Clancy & Associates, LLC

  4. how much is clomiphene 50mg

    clomid price clomiphenetu

  5. stromectol medicine

    frustration otitis externa coach

  6. oral ivermectin for head lice

    concept cholinergic neuron opposition

  7. ivermectin pills instruction

    may transverse processes depend

  8. cost of viagra 100mg in australia

    dominant lymphedema east

  9. viagra professional pfizer

    standing coronary endarterectomy presence

  10. purchase viagra online without prescription

    WALCOME

  11. prescriptions online canada

    our orthostatic hypotension involved

  12. cheap cialis no prescription

    resort liposuction fifteen

  13. chloroquine and hydroxychloroquine for sale

    finding synovectomy marry

  14. […] cn i break a 10mg cialis […]

  15. […] sildenafil citrate tablets ip 50 mg […]

  16. […] best online casino in the world […]

  17. […] sildenafil – found 40 pills + 5 free extra for $100. – blue241 […]

  18. […] cialis for sale canada […]

  19. […] online certified pharmacy technician program […]

  20. is it safe to take viagra two days in a row

    The Role of Emotional Intelligence in Patient Experience Improvement Strategies | Cheri Clancy & Associates, LLC

  21. what milligrams does viagra come in

    The Role of Emotional Intelligence in Patient Experience Improvement Strategies | Cheri Clancy & Associates, LLC

  22. maximum dose of cialis in 24 hours

    The Role of Emotional Intelligence in Patient Experience Improvement Strategies | Cheri Clancy & Associates, LLC

  23. […] price of sildenafil at thrifty white pharmacy webster city iowa […]

  24. best time to take viagra 100mg

    The Role of Emotional Intelligence in Patient Experience Improvement Strategies | Cheri Clancy & Associates, LLC

  25. cialis for ed

    The Role of Emotional Intelligence in Patient Experience Improvement Strategies | Cheri Clancy & Associates, LLC

  26. review of cialis

    The Role of Emotional Intelligence in Patient Experience Improvement Strategies | Cheri Clancy & Associates, LLC

  27. ivermectin 3mg price

    stromectol cream

  28. combivent 18 103 mcg

    can you buy ventolin over the counter in the usa

  29. tadalafil regular dose

    buy generic cialis online from india

  30. where to purchase sildenafil

    how to get generic viagra online

  31. sildenafil price costco

    natural viagra for men

  32. ivermectin 0.5 lotion india

    stromectol to buy

  33. ivermectin for sale humans

    ivermectin buy uk

  34. medication albuterol

    buy albuterol pills australia

  35. flccc ivermectin

    flccc ivermectin

  36. ivermectina walmart

    where can i get ivermectin

  37. ivermectin 250ml

    ivermectin eye drops

  38. stromectol 0.5 mg

    stromectol 6 mg tablet

  39. ivermectin cream 1%

    ivermectin lotion price

  40. ivermectin prescription

    ivermectin over the counter canada

  41. buy stromectol online

    stromectol online

  42. ivermectin 1%

    ivermectin 3mg tablets price

  43. stromectol medication

    ivermectin 6 tablet

  44. ivermectin kaufen

    where can i buy ivermectin

  45. ivermectin india

    where to buy ivermectin

  46. is ivermectin safe for humans

    order ivermectin

  47. where can i buy ivermectin

    buy stromectol

  48. how much does ivermectin cost

    how to get ivermectin

  49. ignition casino deposit

    ignition casino legitimate

  50. cost of ivermectin

    buy ivermectin online

  51. order prednisone pills

    order prednisone 5mg without prescription

  52. cialis cheapest online prices

    viagra cialis levitra

  53. tadalafil buy

    buy tadalafil online

  54. provigil online

    provigil canada pharmacy

  55. ivermectin over the counter uk

    purchase oral ivermectin

  56. viagra online ordering

    buying viagra online guide

  57. ivermectin oral solution

    stromectol tablets for humans for sale

  58. can i buy cialis without a prescription

    can i buy cialis over the counter at walgreens

  59. pharmacy canada

    purchase viagra tablets

  60. ivermectin dr pierre kory

    ivermectin history

  61. tadalafil 5 mg

    what is tadalafil

  62. where can you buy sildenafil pills

    where can you buy sildenafil pills

  63. cialis generic cialis for sale

    viagra cialis levitra trial pack

  64. generic cialis usa

    buy generic cialis online us pharmacy

  65. cialis usa prescription

    no prescription cialis generic

  66. buy stromectol online

    ivermectin lotion price

  67. sildenafil pills online purchase

    sildenafil citrate tablets

  68. generic sildenafil pills

    purchase sildenafil tablets

  69. cialis with dapoxetine

    cialis pills

  70. how to buy cialis in india

    buy viagra online

  71. generic cialis over the counter

    generic cialis online

  72. buy prednisone liquid

    side effects to prednisone 20mg

  73. prednisone 20mg for 4 days

    prednisone 20mg nebenwirkungen

  74. can i buy cialis without a prescription

    where to get cialis prescription

  75. corona medicine

    buy molnupiravir covid

  76. […] kamagra 100mg oral jelly erfahrungen frauen […]

  77. canadian generic cialis online

    where can i buy generic cialis

  78. canadian generic cialis pharmacy

    tadalafil nebenwirkungen

  79. order ivermectin online

    ivermectin tablet

  80. side effects of prednisone in humans

    prednisone side effects in dogs

  81. prescription generic viagra

    side effects of viagra

  82. online games that pay real money

    online slots real money

  83. cialis 20mg online

    how can i get cheap cialis

  84. ivermectin use

    stromectol generic name

  85. ivermectin nahdi

    ivermectin dosage

  86. online casino bonus codes

    best online casino usa

  87. sildenafil for pulmonary hypertension

    sildenafil for pulmonary hypertension

  88. cialis goodrx

    cialis professional

  89. stromectol stay active

    mexico ivermectin

  90. buy cialis online prescription

    canada cialis no prescription

  91. ivermectin online

    stromectol buy uk

  92. no prescription cheap cialis

    buy tadalafil no prescription

  93. cost of ivermectin lotion

    pyrantel ivermectin

  94. ivermectin 6mg tablet for lice

    side effects of ivermectin

  95. stromectol medicine

    ivermectin cream 5%

  96. ivermectin nahdi

    ivermectin lice oral

  97. stromectol how much it cost

    stromectol amazon

  98. ivermectin and covid

    what is ivermectin used for humans

  99. stromectol 0.5 mg

    ivermectin to buy

  100. invermectin

    ivermectin for pigs

  101. ivermectin price

    ivermectin kaufen schweiz

  102. ivermectin for sale humans

    ivermectin tablet 1mg

  103. ivermectin paste for sale

    what is ivermectin used for

  104. stromectol 0 5 mg

    buy ivermectin stromectol

  105. ivermectin generic

    ivermectin 10 mg

Leave a Comment