Communication can be a powerful clinical tool. Erica Tung, M.D., and Eric Nelson, manager of patient experience at Mayo Clinic Health System, explore habits that build trust between physician and patient, deepen connection, and improve outcomes. This episode highlights practical strategies that transform everyday encounters into meaningful patient relationships.
What turns a routine visit into a meaningful patient relationship? In this episode of Key in to Quality, Erica Tung, M.D., and Eric Nelson, manager of patient experience at Mayo Clinic Health System, explore how provider communication shapes the lived experience of patients.
Drawing on insights from clinicians who have achieved sustained excellence in patient experience, they discuss why communication is actually a clinical tool. Patients arrive with hope, fear, and two unspoken questions: Do you care about me? Why should I trust you? The way providers listen, respond, and validate concerns answers those questions.
Ultimately, this discussion reinforces that small, intentional behaviors elevate patient experience, strengthen trust, and improve outcomes.
Hosted by Timothy Morgenthaler, M.D., and Sheri Nemec.
Guests: Erika Tung, M.D., Consultant, Community Internal Medicine, Mayo Clinic and Eric Nelson, Manager, Patient Experience
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