We take exceptional care of people.
‘Exceptional’ – unusual . . . rare . . . far beyond ordinary . . . remarkable . . . noteworthy . . . excellent.
One way to measure truly exceptional patient care is to assess caregivers’ effort to relate to their patients as ‘people’. Listen closely to the words we use to identify/classify patients. Some words convey honor and respect. Others do not. Who/what pressures us toward diminishing language about patients?
Here are some suggestions/reminders for speaking with patients in ways that may advance our mission to ‘take exceptional care of people’. We could ask --
Where do you call ‘home’? Are there individuals to whom you feel especially close? Are you a member of any groups or organizations that have significantly influenced your beliefs and values, your hopes and dreams?
Has a particular religion influenced what you believe and value? (If so) what would you want us to know about your religious experience that would help us take better care of you? (If not) what would you want us to know about the source/s of your beliefs and values that would help us take better care of you?
What gives your life meaning and purpose? What effect do your beliefs and values have on how you view being sick? (or injured?) What effect is your illness (or injury) having on your attitude toward life? Do you have any special memories -- including painful ones -- that you think we should know about as we care for you?
Do you have family members or friends who are especially supportive at this time? Do they live near enough to be present while you are in the hospital? Would you like for us to meet them?
Are you concerned that being in the hospital will interfere with your ability to participate in any routines that are especially important to your well being? How can we help you continue these routines while you are in our care?
Do you feel encouraged? discouraged? Do you have specific hopes and goals that we should know about as we care for you? Would you want us to look for any special literature or other resources that might be encouraging to you while you are in the hospital?
Do you have any questions or concerns that may be keeping you from having confidence in those of us who are caring for you in the hospital? If so, please share them with one of us. Having your trust is critical to our efforts to care for you.
Patients who feel honored and respected as people are more likely to have (or recover) sufficient balance and focus to communicate well (which requires listening carefully, thinking courageously, and speaking clearly) and to participate appropriately in decisions about their care.
Perhaps only a photographer would see a provocative image in our routinely standing in the hospital’s elevators with our backs to the hospital’s mission statement (as well as vision statement and values statement) posted on the elevator’s back wall. Do we ever work with our backs to the mission to ‘take exceptional care of people’? What are the consequences for the ethical dimensions of care if we do?
Think about it. Perhaps talk to a coworker.
