8/16/2017 Edward Pillar , DO Julia Lyall , RN

Here’s an Easy Way to Make Patients Literally Fall in Love With Your Hospital [SlideShare]

Patient Experience

In a busy emergency department, patients can feel lost in the shuffle. No wonder patients admitted from the ED tend to score the hospital low on patient satisfaction surveys.

But even after a negative experience, it’s still possible to win back patients’ loyalty. The trick is to respond quickly and with genuine compassion.

Sound like a lot of time and trouble? Well, it’s as easy as taking 30 minutes a week to knock on doors and have honest conversations. Here’s the story of how one doctor and one nurse set out to connect with patients — and inadvertently started a movement.

Inpatient Rounding: 30 Minutes a Week to Amazing Patient Experience from MedAmerica Marketer

Want to read more about improving the patient experience? Check out some of our blog posts by hospital clinical leaders around the country.

This post was originally published on Feb. 27, 2017.

Edward Pillar, DO

Edward Pillar, DO, is Director of Quality and Performance for Vituity's patient experience programs. He previously served as the Emergency Department Medical Director at Inland Valley Medical Center in Wildomar, Calif., and chaired the Department of Emergency Medicine at Southwest Healthcare. He also served six years on Vituity’s Board of Directors.

Dr. Pillar is a member of the American College of Emergency Physicians and a diplomate of the American Board of Emergency Medicine. He earned his osteopathic medical degree from the Western University of Health Sciences in Pomona, Calif., and completed his emergency medicine residency at Loma Linda University Medical Center.

He is cited in several research publications and has also served as a clinical instructor.

Julia Lyall, RN

Julia Lyall helps to lead Vituity's Quality Programs team with a focus on improving the patient experience. Before joining Vituity, she worked as an ED director for Southwest Healthcare System in California.