Patient Satisfaction

1h 4m
Cover image for: Patient Satisfaction

Lecture Overview

Patient experience can be defined as 'the sum of all interactions, shaped by an organisation’s culture, that influence patients’ perceptions across the continuum of care.’ In this lecture, health service improvement coach Jane Stanfield explores your role in patient experience and the impact that you can have.


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Jane Stanfield View profile
Jane Stanfield is a health service improvement coach. She comes with 30 years’ experience in healthcare, half as a clinician and half in health administration, support and coaching. Having had a brush with burnout herself and several close family members receiving healthcare, her focus is on bringing compassion back to healthcare for all involved. Her current use of neuroscience and mindfulness at work enables healthcare providers to work with their own mind, emotions and behaviour to influence their culture in a way that will energise and motivate them as they manage the safety and reliability of their care and its focus on the patient while caring for themselves. Jane is currently coaching several nurse leaders and runs workshops on leadership, shaping cultures, wellbeing, and communication and patient safety (CAPS). Her most recent professional development personally is in LEAN thinking - reducing waste and improving flow in healthcare…because waste is disrespectful to people!
CPD time1h 4m
First Published02 October 2023
Updated02 October 2023
02 October 2025
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