Having a patient in the room changes the discussion

Abstract

At professional meetings and conferences dealing with patient safety and quality, I have consistently observed one key theme: having a patient or family member in the room changes everything. The tone of the discussion is kinder and more respectful, and there is greater urgency to find solutions. Their presence exerts a gravitational pull, shifting the balance of discussion toward the patient perspective. Patient participation also helps to engage and motivate health professionals to make improvements. The best way to engage is by storytelling, and the most effective stories are stories about patients, told by them. In health care today in the US, and in the rest of society, everyone has been feeling stress, exhaustion, a feeling of “just being done.” The level of this has been creeping up for the 18 months of the COVID-19 pandemic. For me, September had barely begun, but my batteries were already running down when I was recharged by a ray of hope that appeared in my email box: