Maureen Fagan

Maureen Fagan

[2014 Cleveland Clinic Patient Experience Speaker Series] In our continuing series of leadership interviews, Maureen Fagan, Executive Director of the Center for Patients and Families at Brigham and Women’s Hospital previews her Empathy + Innovation Summit presentation.
Her talk at the Patient Experience Summit is titled, Patient and Family Centered Care in Medical Grand Rounds: The Impact of Patients’ Perceptions of Care on Physicians.

There is an “ah-ha” moment for physicians when they recognize that patients’ messages about the care experience can help them in their day-to-day work. This is one of the key observations that emerged from a new physician-patient program at Brigham and Women’s Hospital.

In our audio interview today, Maureen Fagan talks about her upcoming presentation on this topic at the Cleveland Clinic Patient Experience Summit. She told us, “My presentation will explore the lived experience of patents and families of the medical care they received by physicians and others in 12 medical or surgical units. We subsequently measured the physician’s reactions and new learning (program evaluation) after the physicians listen to the patient’s lived experiences.

Here are some of of the highlights of our conversation:

Two Big Ideas to share…

[Physicians] are not generally exposed to their own patients’ narrative about the care experience. And once they are, this can be a powerful experience that can enhance the physician and patient relationship. 

Second Big Idea: Once physicians are able to listen to patients’ lived experience about their medical care, research suggests that these physicians would like to hear more about the patient experience using the forum of their grand rounds. Consequentially, physicians can use the information to improve their communications skills as they practice.

What’s surprising…

Once you realize that including the patient and the family in the care process, you create a paradigm shift. And that paradigm shift changes the focus [of the encounter] to an interactive partnership in the patient’s care plan.

The benefit of this is to increase trust and understanding for the patient. Once that happens, it increases some of the patient’s adherence to the care plan, which can also lead to improved outcomes and increased patient safety and quality.

A useful take-home lesson…

When you are embracing the opportunity to listen to your patients and their families, their narratives offer a glimpse of the care that clinicians provide.

This enables mutually beneficial partnerships, and that will lead to patient safety and quality improvements. It can also improve the patient experience of care.

For more about these and other insightful ideas, listen to our conversation now.

listen now podcast interview


  • Maureen B. Fagan, Executive Director
  • Center for Patients and Families, Brigham and Women’s Hospital
  • 2014 Cleveland Clinic Patient Experience Empathy + Innovation Summit

Title: Patient and Family Centered Care in Medical Grand Rounds: The Impact of Patients’ Perceptions of Care on Physicians [ 11:16 ]

Individuals who are attending the Patient Experience Summit will want to attend Maureen Fagan’s presentation on the afternoon of Monday, May 19th.

FOR MORE in this continuing educational leadership series, previous Healthcare Success interviews are available on this page.

AND FOR INFORMATION ABOUT the Cleveland Clinic 5th Annual Patient Experience: Empathy + Innovation Summit, click through to this page.

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Maureen Fagan, DNP, MHA, is the Executive Director of the BWH Center for Patients and Families. The mission of the Center is to care for patients and the families of individuals who are in the hospital, people who are having surgery, and individuals who would like a respite during the care of their loved ones.

Healthcare Success Stategies is pleased to be a Supporting Partner for the world-class patient experience conference at the Cleveland Convention Center, May 18 -21, 2014.



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