Reframing the Patient Experience in a Post-COVID Health Care Environment

The health care industry, and most especially nursing, has arrived at a moment when transformation is the only path forward. Transformation feels messy and uncertain. We must not leave our patients and customers out of the loop. They have always presented to us with anxiety, and we were challenged to make them feel safe and comfortable. World class service was our aspiration but that can be hard to deliver when our leaders and teams are not feeling comfortable and safe. It is time for us to be honest and compassionate with patients about what they can realistically expect from us and how we will continue to meet their needs. Other industries have done it during times of transformation and so can we.