Terry Mainous, MSN, RN, CMPE, Chief Nurse Executive and Vice President of Operations at Lee Physician Group in Fort Myers, Florida, joins our Healthcare Experience Matters Podcast this week to share an emotional story about learning from the mistakes of other people, and the role of empathy in delivering an unwaveringly excellent patient experience.

This discussion is highlighted by a moving story that Terry shares, involving her family and the extra spark it ignited within her to vow that her institution would never allow patient care to reflect an experience that makes patients, and their loved ones, feel neglected and unheard.

“There were many suggestions regarding [my father’s] care that I knew, both clinically and professionally, were not the right pathways for him. My objections were not listened to,” she told us.

“There was an attempt to overrule them, and it was a very stressful time for my family. I carry that with me because I don't want our patients to go through that same experience. I want all of our interactions with our patients to be positive and caring.”

It’s a simple message, but it goes a long way: learn from the mistakes of others and vow to do better. Furthermore, empathy can often be the best teaching tool moving forward.

Learn More: https://healthcareexperience.org/