Susan E. Mazer, Ph.D. Blog

Thoughts and ideas on healthcare

Hi, and welcome to my blog! I’m Susan E. Mazer — a knowledge expert and thought leader on how the environment of care impacts the patient experience. Topics I write about include safety, satisfaction, hospital noise, nursing, care at the bedside, and much more. Subscribe below to get email notices so you won’t miss any great content.

LATEST POST

COVID-19: When Fear Is a Risk Factor and the News, a Pathogen

March 12, 2020

Global, natural, and man-made disasters have become a painfully common occurrence. In the last two years, the world has faced hurricanes and earthquakes, mass shootings, terrorists driving trucks into crowds, and a recurrence of measles, whooping-cough, and tuberculosis. Now, we have COVID-19, a virus that remains unknown while it spreads throughout communities. What is new

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  • Health and Healthcare in India

    February 16, 2018

    My recent trip to India was not my first one. In 2002, I went to Delhi and was driven to Agra to see the Taj Mahal.  Every other trip has been to Mumbai. My husband Dallas Smith has been to India so many times that he can no longer remember how many. Despite this, we

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  • Patient experience

    Is The Patient Experience A Goal or An Organizational Strategy?

    February 2, 2018

    Members of Beryl Institute’s PX Connect Community recently shared that some patient experience directors are being asked to solve problems coming from patient complaints. While I understand how this happens, I think the questions to ask are what can healthcare organizations learn from “complaints” and are they “fixing problems” or strategically improving the patient experience?

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  • The State of Nursing Outside of the U.S.

    January 26, 2018

    There was a great story in the Guardian this week about a nurse who moved from Canada to work  in the UK. Basically, she described her position in the UK as one of blanket obedience. Everything that a nurse needed to do beyond practical matters required the approval or direct action of a physician.  And,

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  • The Patient At Risk: Ever Hear of Germ Theory Denialism?

    January 19, 2018

    I had never heard of Germ Theory Denialism, either. When Louis Pasteur theorized that “germs” caused disease in the 19th century, he and Florence Nightingale had a rigorous debate. The belief that bad air from pollution, exhalation from the lungs of the ill, and unhealthy vapors caused disease had held since the Greeks. In fact,

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  • The Patient Experience is Everywhere

    January 12, 2018

    Healthcare is again changing and with it, the understanding of the patient experience. For example, my insurance will let me go to a CVS Pharmacy or Minute Clinic for things like immunizations and vaccinations.  Am I a customer or a patient? However, it does not feel like I am a “patient” in the most traditional

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  • A New Look at Whole Person Care

    January 5, 2018

    This past year, healthcare has taken both steps forward and steps back. In many ways, healthcare leaders remain stuck and unable to agree on what the major issues are: disease or cost? Staffing or safety? Population health or reimbursement? Improving Health With Whole Person Care In a recent post on Managed HealthCare Executive, healthcare CEO Leanne Berge calls

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  • Moving to Person-Directed Care

    December 15, 2017

    With his permission, I am sharing an excerpt from blog post written by a dear friend, George Drake, that speaks to the issue of person-directed care in residential care facilities. When my husband Dallas Smith and I met George in the late 1980s, he was teaching math at Lake Tahoe Community College. And, he was also

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  • Population Health is About More Than Just Treating the Body

    December 8, 2017

    While healthcare is increasing its dependence on data, exactly which data matters to the quality of care remains in limbo. Population health is about data and people.  It is about the “collective” and the “individual.”  And, in both cases, the question is about which data helps the patient that is in your clinic, emergency room,

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  • Football, Food, and Family: Thanksgiving in America

    November 24, 2017

    There is an ideal picture of the American Thanksgiving that portrays lots of food on a large table surrounded by multiple generations of family members. Then, in more recent decades, before and after dinner: football. In my family’s house, our father had a rare day off and Thanksgiving was one of them.  He was glued

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  • Are You Ready to Improve the Patient Experience With Virtual Reality?

    November 10, 2017

    The speed with which media technologies have changed in my lifetime is astounding. My parents listened to the radio. When I was six years old, we got a television. After that came stereo sound. Then cassettes and CDs. Computers. DVDs.  The Internet.  Smart phones. Now: Virtual Reality! However, while the application of media technologies in

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