Terry Mainous, MSN, RN, CMPE, Chief Nurse Executive and Vice President of Operations at Lee Physician Group in Fort Myers, Florida, joins our Healthcare Experience Matters Podcast this week to share an emotional story about learning from the mistakes of other people, and the role of empathy in delivering an unwaveringly excellent patient experience.

This discussion is highlighted by a moving story that Terry shares, involving her family and the extra spark it ignited within her to vow that her institution would never allow patient care to reflect an experience that makes patients, and their loved ones, feel neglected and unheard.

“There were many suggestions regarding [my father’s] care that I knew, both clinically and professionally, were not the right pathways for him. My objections were not listened to,” she told us.

“There was an attempt to overrule them, and it was a very stressful time for my family. I carry that with me because I don’t want our patients to go through that same experience. I want all of our interactions with our patients to be positive and caring.”

It’s a simple message, but it goes a long way: learn from the mistakes of others and vow to do better. Furthermore, empathy can often be the best teaching tool moving forward.

Terry’s Journey

Terry began her professional journey as a registered nurse, and since the outset of this journey the patient experience has always been at the forefront of her mission.

She believes that healthcare providers must build genuine connections with patients and their families, especially during the hardest of times. Her enthusiasm for patient experience is also impacted by the personal experiences she felt with her own family, as outlined in today’s interview.

Terry told a difficult yet important story involving her father’s battle with metastatic lung cancer. While her family received warm, compassionate care from some healthcare providers, there were also moments of distress that stemmed from poor patient interactions.

She described instances where her family felt unheard, noting how this lack of empathy was particularly challenging during an already painful period. This contrast between positive and negative experiences has further driven her passion for ensuring that all patients receive thoughtful and attentive care.

More Than a Number

Terry firmly believes that no patient should feel like “just a number.”

Moving forward, Terry shared her aspirations for patient experience excellence at Lee Physician Group. Recognizing that achieving superior patient care isn’t just about meeting clinical standards, Terry stressed the importance of listening and relationship building and nurturing.

An illustrative example she provided involved a physician who, despite being skilled, struggled with patient interactions. During a consultation with a grieving patient, rather than expressing sympathy, the physician immediately transitioned to discussing clinical tasks. This moment highlighted how critical it is for healthcare providers to truly listen and respond with empathy.

Terry expressed a hopeful vision for Lee Physician Group, where each patient encounter leaves individuals feeling valued and cared for, as people often remember how others make them feel above everything else.

While clinical competence is expected, it’s the added layer of compassion that truly enriches a patient’s experience.

Terry Mainous’ journey serves as a powerful reminder of the need for empathy in healthcare. It’s a call to action for healthcare professionals to ensure that while they provide excellent clinical care, they also prioritize listening and connecting with patients on a human level.

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Compassion & Empathy