The Value of Patient Stories to Drive Change
While attending CMS’ 2010 Annual QualityNet Conference in Baltimore, I was caught up in their theme of "Sparking Innovation, Igniting Action... Better Care, Better Health, Reduced Costs." As I listened intently to a distinguished slate of inspiring speakers, I found myself nodding in agreement. Their mission is and has always been the mission of WOCNCB certified nurses. Whether the topic was quality care and improvement projects for institutions, patient – and family–centered care for all, reductions in hospital infection rates, (pressure ulcers and urinary tract infections), patient safety, provider empowerment, or patient and family involvement, their selection of top priorities mirrored the work that WOCNCB certified nurses are doing each and every day.
I wish each of you had shared in this extraordinary experience with me. Dr. Donald M. Berwick, Administrator of the Centers for Medicare and Medicaid Services, Department of Health and Human Services (CMS), challenged everyone to refuse to accept incremental improvements but instead demand bold, unprecedented, innovative improvements that will drive change in how things have always been done. Seeking small improvements is simply not acceptable and we need to be accepting nothing less than exceptional improvements.
In addition, Dr. Charles Denham, Chairman, Texas Medical Institute of Technology, shared that everyone needs the data tied to evidence base and best practice models to satisfy our heads, but we need to balance this hard data with heart data. The latter is perhaps even more important, because patient stories engage the heart and drive people to action. Both speakers recognized the value of patient stories to illustrate what is being done well and what needs to be done better.
The CMS QualityNet conference endeavored to bring patients, through their stories, into the board room so that the right decisions could be made. By capturing the interest and igniting the passion of those at executive and regulatory levels, the patients become the compass for steering the direction of the best boards.
The conference audience was asked not to voice questions but instead to bring answers. We were asked for our ideas on how healthcare can be transformed, and we were asked for stories. Most importantly, we were asked to make change happen immediately.
Change begins with your patients' stories
I am asking each and every one of my peers to begin the momentum for change by thinking about those special patients that we have cared for and cared about over the years. Remember those patients and their families with whom we made a difference, and help them tell their stories. For some, the story begins with inadequate or misdirected care before being referred to a WOCNCB certified nurse. Think about those patients and families who now have an improved quality of life because of their access to a WOCNCB certified nurse. Then encourage those patients or family members to write their stories. Perhaps you can help guide them in this process.
I envision narratives that share lessons learned, lives changed, and communities touched. Perhaps there is a story about forging partnerships, embracing strategies that touch both the head and the heart so health care teams could engage toward a common goal. By innately understanding this basic premise, we have traditionally ensured that the right care is delivered at the right time and in the right way. By doing this, cost effective care has become a standard that we are known for. We all know that our involvement saves real dollars for hospitals and insurance companies; but just as important, saves precious dollars for those patients who are forced to choose between basic necessities and access to health care, medications, and supplies.
The stories I am encouraging are not about the WOCNCB or even the WOCNCB certified nurse; instead, they are the heartfelt, passionate stories from a patient’s perspective. Patients are the stars in their own stories, and just like in life, we play the role of supporting actor and actress. I can not imagine any one of us who does not have several patients with stories to share.
New WOCNCB Campaign
Doctor Berwick’s challenge has not fallen on deaf ears. Acting upon the call for immediate action, the WOCNCB announces a new campaign to promote the right and need of every patient to receive the most cost–effective, evidence–based wound, ostomy, continence and foot care. For this campaign, the WOCNCB will collect and publish your patients' stories and distribute them to those individuals–legislators and regulators—who hold the power to make better the lives of the patients we so passionately care about.
Complete details about our new campaign will follow in a separate e-mail announcement and will be posted on www.wocncb.org.
Diana Gallagher, MS, RN, CWOCN, CFCN, CHT
WOCNCB President
