How the What Matter’s to You Approach is Changing Peoples’ Lives WELCOME Ask…Listen…Do… How the What Matter’s to You Approach is Changing Peoples’ Lives

Ask… Listen… Do… How the ‘what matters to you Ask… Listen… Do… How the ‘what matters to you?’ approach can support meaningful change

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The importance of relationships and kindness By giving your cow a name and talking to her every day milk yield is increased by 68 gallons per annum. Newcastle University. Anthrozoos, Berg Publishing. November 27, 2008 The importance of relationships and kindness

The milk of human kindness….  Pain  Anxiety  BP  LOS Readmissions  Wound healing The Dignity Health/CCARE scientific literature review shows that when patients are treated with kindness – when there is an effort made to get to know them, empathize with them, communicate with them, listen to them, and respond to their needs – it can lead to the following outcomes: Faster healing of wounds, Reduced pain, Reduced anxiety, Reduce blood pressure, And shorter hospital stays The research also shows that when doctors and nurses act compassionately, patients are more like to be forthcoming in divulging medical information, which in turn leads to more accurate diagnoses. They are more likely to adhere to their prescribed treatments, which leads to fewer readmissions.   The review also found that patients aren’t the only ones who see better results from kind treatment –the doctors, nurses and caregivers who provide the kind treatment benefit as well. A kinder environment helps employees feel more engaged and less exhausted, which is incredibly important to caregivers who often work long and unpredictable hours in high-pressure jobs. Hamrick, W.S. (2002). Kindness and the Good Society: Connections of the Heart. Albany, NY State University of New York Press. Zoinierck, K., Di Matteo, M,R. (2009). Physician communication and patient adherence to treatment: A meta-analysis Medical Care, 47, 826-834. Egbert, L.D., Battit, G.E. & Bartlett, M.K. (1964). Reduction of postoperative pain by encouragement and instruction of patients: A study of doctor-patient rapport. New England Journal of Medicine, 270, 825-827. Cosley, Brandon J., et al “Is compassion for others stress buffering? Consequences of compassion and social support for physiological reactivity to stress.” Journal of Experimental Social Psychology 46.5 (2010) 816-823 Rakel, DP, Hoeft TJ, Barnett BP, Chewning BA, Craig BM, Niu, M (2009). Practitioner empathy and the duration of the common cold. Family Medicine, 41: 494-501. Barsade SG, O’Neill OA (2014): What’s love got to do with it? A longitudinal study of the culture of companionate love and employee and client outcomes in the long-term care setting. Administrative Science Quarterly. 0001839214538636. Kelley JM, Kraft-Todd G, Schapria L, Kossowsky R & Riess H (2014) The influence of the patient-clinician relationship on healthcare outcomes: A systematic review and meta-analysis of randomized controlled trials. PLOS One, 9:4, 107. Shanafelt, TD (2009). Enhancing the meaning of work: A prescription for preventing physician burnout and promoting patient-centered care. JAMA: The Journal of the American Medical Association, 302, 1338-1340. Doyle, (2013). British Medical Journal, 3(1). Hsu, I, et al. (2012) Patient Education Counseling. 88(3). Cosley, Journal Experimental Social Psychology 46.5 (2010) 816-823

Attentiveness An important element of creating the right conditions is to design systems and processes that reliably provide opportunities for healthcare staff to be attentive with one another and with the people they support and care for. When we stop and listen and understand, trust is generated which in turn leads to better outcomes (working and treatment!). Intelligent Kindness: reforming the culture of healthcare (Ballat and Campling 2011)