Patients relate the quality of care they receive at a hospital to their overall “perceptions” and “experiences.” Patients generalize very specific experiences to an entire organization. Their entire experience is driven by the level of positive interpersonal interaction at every touch point during their hospitalization. Each time a patient comes into contact with hospital staff, he or she makes a judgment about the organization’s quality. This course will discuss how nurses and other healthcare providers can reframe their communication for a positive impact on patient experience and satisfaction. Specifically, the use of a planned communication tool, Words That Work, to meet patient’s expectations and form positive impressions will be detailed.