1. Understanding and Alleviating Fear
as Central to Patient Experience
Rachel S. Permuth, PhD, MSPH
National Director of Research
Principal Epidemiologist
Innovations 2 Solutions
Sodexo

2. Fear is universal…
the way we manage it is not!

3. Our Inner Forces
“Hunger, love, pain, fear
are some of those inner
forces which rule the
individual’s instinct for self
preservation.”
- Albert Einstein

4. Consequences of Patient Fear Gone Wrong
“Apprehension, uncertainty, waiting, expectation, fear of surprise, do a patient more
harm than any exertion.”
– Florence Nightingale

5. Common Patient Fears
Infection &
Germs
Incompetence
of Staff Death Cost
Medical Mix-
Ups
Needles
Poor
Diagnosis &
Prognosis
Communication
Issues
Loneliness &
Isolation
Embarrassment
& Privacy

6. Fear in the hospital setting is complex.

7. Different Manifestations of Patient Fear:
Personix

8. Loners Worriers
Self-Centrics
Attention-
Seekers
FEAR OF THE
INSTITUTION
DEFLECT FEAR
INNERFOCUS
REACHOUT
TACKLE FEAR
Vitality
Recognition
Conviviality
Security
Listen to me
Bond with meSingularize my stay
Respect my
loneliness
Follow my planRegain my
balance
How to Alleviate Fear in Patient Communities

9. Alleviating Fear: CLEANING
9 –Personix™

10. Alleviating Patient Fear is Key to
Improving Patient Experience
IMPLICATIONS for COMMUNITIES