Patients and Families and Doctors, Oh My!
Wow. 'Hair on Fire Moments' and all, the Patient Experience Lab was smokin' this week (actually, literally, because my hair caught on fire last night from a poorly placed dinner candle, giving me the tapered look I was searching for at my last haircut but didn’t get, making it the perfect metaphorical ending to a crazy but productive week).
The more context, depth, empathy, and honesty that the story has, the better chance we have at using those stories to inspire new relationships, design more relevant experience — and transform social systems.
The BIF studio was all abuzz this week with brilliant minds from the across the US and UK, collaborating on strategies to catalyze the inculcation of more systematic use of ‘the narrative’ in our healthcare systems. And our "Family Well-Being" team was down in Dallas exploring the concept of what it means to be "well" with families from all socioeconomic classes, experiencing the role that Texas pride takes on for the born and bred, the incredible resilience found in some of Dallas’ poorest neighborhoods, and the hopes and fears of the first generation change-makers trying to forge a different path than the ones their parents and grandparents took.
The theme: stories, stories and more stories. From patients who told us of the day they decided to speak out about failed, intractable systems, to physicians who saved patients from life altering treatments by avoiding a contextual error discovered through conversation, not data. And of course, families who spoke of the importance of trusted relationships — not only in your inner circle, but in your community support system — as a key element of well-being.
I was saddened, inspired, touched, motivated, and challenged by the many stories I heard this week from patients, families, doctors, educators, researchers, and business leaders. It reaffirms my belief that storytelling is one of the most powerful tools for transformation…and the more context, depth, empathy, and honesty that the story has, the better chance we have at using those stories to inspire new relationships, design more relevant experience — and transform social systems.