Telling Stories for Positive Engagement David Andrews and Jeff Flowers

Personal Stories

What is your story? Who are you? Why are you telling your story? What are the main points in your story? What is a good memory that is part of your story? What is an unpleasant memory that is part of your story?

What makes a good story? Easy to understand and follow Something other people can identify with or are moved by - engaging It has significance beyond the story teller. Makes a clear point – usually just one, seldom more than two or three Suggests an implication or action – a tension that moves people to want to do something

Different types of stories serve different purposes What is a Story? Different types of stories serve different purposes

Why Tell Our Stories? Goal of Patient- and Family- Centered Care is to change the culture of medical care delivery Stories change how people think by engaging emotions and not just the rational Stories help level playing field - provider/patient relationship becomes a partnership Stories bring individuality to each patient Stories can highlight both positives and negatives

Stories help providers recognize the importance of making an emotional connection resulting in increased job satisfaction. Stories help reduce the fears and anxieties of patients, families and providers about acknowledging emotional needs Stories can save lives by bringing to the forefront treatment errors and how to avoid them. Stories can improve treatment outcomes by inspiring providers with what is possible when provider/patient/family relationship is developed.

Stories bring awareness that patients/families have more needs than just medical care. Stories can educate providers as to what reactions or behaviors are comforting and diffuse anxiety Stories can educate providers as to what reactions and behaviors are not helpful and even hurtful. Stories give people permission to demand being treated with dignity, respect and compassion. Stories can identify changes that are needed and may specifically improve healthcare.

How to Prepare your Story Who is Your Audience? What is the timeline? What are the expectations of those who asked you to tell your story? Keep the story to 2-3 main points at most.

To Help Comfort Level Be aware your story may trigger an emotional response in participants and/or yourself – be prepared to deal with that Bring a friend or family member if this will alleviate anxiety. Be prepared with some humor to break any tension at the beginning. Practice Observe someone telling their story. Try to create an environment and a tone that makes it feel like you are informally telling the story to a friend – not reciting a script

What do I do first? Greet members of the audience - Model AIDET Set the context Ask them to think of questions to ask you as you tell your story Set any guidelines you wish

What do I do if I am asked a question I don’t want to answer? You can simply say that you are not comfortable answering the question. What do I do when I am finished telling my story? After answering any questions, you can participate in consideration of what has been learned and what are positive qualities in the experience and what can be done to improve overall quality.

WIIFM? (What’s in it for me?) The feelings that you and your ideas are valued and will contribute to improved healthcare. Suggested changes may be implemented – and everyone will benefit Patient and Family Advisors and Staff tend to become good friends You learn about yourself and your story in the course of telling it. Etc., etc., etc.

Collecting and Using Stories Good stories highlight important issues and should be preserved and used Ideally stories are used by retelling by the person who originally told the story Stories can be catalogued for use in pertinent situations and in printed material Stories can be available to patients – education and inspiration Stories can be used for marketing

Healthcare Story Exercise