We’re delighted to share a conversation with Diane Zimmerman, Patient Access Specialist at St. Peter’s Health. Diane shares her favorite skills she has learned from Practicing Excellence and how she is able to easily implement them into her day to day interactions with patients.
- How long have you been in healthcare and what are your favorite parts about it?
I have been in healthcare for the past 15 years in various capacities. I have worked in substance abuse, children’s mental health, emergency room, nursing home and specialty clinic settings. I enjoy it as every day is different. I also enjoy getting to know my patients as I see them each week.
- Can you tell us one of your favorite patient stories from your work?
One of my favorite patient stories comes from my work in the Emergency Room. I had an elderly patient state that he “was not going to answer my questions until I know when that baby is due”. (I was not pregnant) The nurse present in the room with me had to excuse herself to avoid laughter. Through my training of redirection, I was able to state “not any time soon sir” and proceed with my registration questions.
- How has Practicing Excellence helped you as a caregiver?
I feel Practicing Excellence has increased my self-awareness of active listening and assisted me with my patience.
- Could you tell us about a time that a Practicing Excellence tip you learned came in handy, with a patient or a colleague, for example?
A Practicing Excellence tip came in handy when the clinic was running late. I made the patient aware of the delay and did not use a generic statement but an approximate time of the delay.
- What new skills are you looking forward to developing?
I hope to increase my patience and decrease my anxiety level when the clinic is running behind. I always feel bad when there is a delay although most times it is out of my control.
- What do you look forward to most after each week’s new Practicing Excellence tip?
I look forward to trying the new Practicing Excellence tip on several patients to see how it will help with my interaction with them.
Nick Chicchetti is a Marketing Specialist at Practicing Excellence, specializing in developing, implementing, and analyzing marketing strategies and development of content. He brings over five years of healthcare marketing experience, and has a passion for driving change and improving experiences across the healthcare continuum.
