Heart of the matter: Rethinking hope in patient experience
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Heart of the Matter is a PG Pulse series, where Press Ganey’s Chrissy Daniels and Deirdre Mylod explore the deeper thinking, research, and real-world insights shaping the Human Experience in healthcare.
In this episode, the conversation turns to one of the most powerful, and often misunderstood, aspects of care: hope.
Drawing on patient stories, clinical experience, and foundational research, Chrissy and Deirdre unpack what hope really means in healthcare. They explore why traditional models of hope fall short and introduce a more practical framework—focused on will, skill, and path—that reflects the realities patients and care teams face every day.
They’ll cover:
- How patients and providers experience and create hope
- How to keep hope alive, even in the face of difficult news
- The role of guidance, trust, and “the path” in shaping the care experience
- What leaders and care teams can do to hardwire hope into everyday care
This episode explores what it takes to make hope a dependable part of care—something patients can feel and trust at every step, not left to chance.