Satisfying Patients and Providers & Using Stories to Create Change

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Satisfying Patients and Providers & Using Stories to Create Change The Listening Gap Satisfying Patients and Providers & Using Stories to Create Change Dhruv Khullar, MD, MPP Massachusetts General Hospital dkhullar@partners.org || Twitter: @DhruvKhullar

The Power of Stories Stories connect us to patients Stories connect us to colleagues Stories can promote large-scale change

Agenda My story Small group discussions Sharing insights with the larger group

Americans with Disabilities Act ADA, 1990: “…physical and mental disabilities in no way a person’s right to fully participate in all aspects of society.”

Slipping Through the Cracks

The Basics of Using Narrative Self: What experiences and values led you to this point? Why are you called to leadership? Us: Who are your people? What is there collective story? What values and experiences do you share? Now: What is the urgent challenge you collectively face? What is the motivating vision for change? Adapted from Marshall Ganz.

General Framework

Self, Us, Now If I am not for myself, who will be for me? When I am only for myself, what am I? If not now, when? --- Hillel, 1st century Jerusalem sage