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Cover image for lecture: Patient Satisfaction - The Elephant in the Room

Lecture Overview

Listening to what patients are not saying – hearing the unheard – is as important as being attentive to what they are saying. Patient satisfaction, now seen as a key outcome of care, is often a difficult outcome to achieve.


Portrait of Jane Stanfield
Jane Stanfield

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! See Educator Profile


31 Total Rating(s)
Portrait of Rod Tegge
Rod Tegge
01 May 2019

Audio quality varied. Easy to understand.

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Heather Jensen
26 Feb 2019

I enjoyed it, sometimes due to time issues and lack of understanding we may miss vital clues. This session reminds us to liste.

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Sandra Addison
17 Feb 2019

Reinforced the importance of respectful interest for the patients I see.

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Kirsty walsh
04 Jun 2018


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Sirini Prathibha Ariyarathna Korale Kankanamge
31 May 2018


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Stephen Dunk
30 May 2018


Portrait of Valerie Courreges
Valerie Courreges
30 May 2018

This was so refreshing and warm after almost 5 years in aged care nd being a little downcast it was nice to see a teacher so amiable and open.

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Dorothy-anne burrows
30 May 2018


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Jonathan Wood
25 May 2018


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Kerrie Myhill
24 May 2018

Worth watching. I am going to try to be even more vigilant in improving my patients’ experience at my workplace.