Switch!

“Change the way you look at things and the things you look at change.” Wayne Dyer

I'm veering off the access topic this week because my last two posts have me thinking more about the broader idea of patient-centred care/patient experience…

You guys like improv comedy? You know, where performers make up impromptu scenes, often based on suggestions from the audience. Here's an idea on using an improv game to help focus on patient-centred care.

In the "Switch" game, two performers are creating a scene when the moderator calls "Switch." The last speaker then repeats his line, with a word changed, or gives a completely new line. This changes the context of the scene and may take it in a completely different direction. Hopefully a funny direction. (Go to YouTube and search "Improv game switch" to check out some samples.)

Improv performers want to make their audience laugh; we want our patients to have a Great! experience. Here's how I've been playing with this game at work:


Scenario: Mr. Johnson is coming to see me for a second opinion about his newly-diagnosed prostate cancer. I call him in from my waiting room and am dismayed to see two daughters and a son get up to accompany him. Groan! This is going to take forever. Endless questions, high anxiety levels...

Switch! 

Great! His family has taken the time to come with him. I can discuss the situation once rather than fielding individual phone calls from each child. They all made a special effort to come and see me.

Some psychology-type is going to say: “Well you're just "reframing" the situation more positively; that's nothing new.”  OK, Professor Party-pooper, you stick with your stuffy psycho-babble; the rest of us can have some fun with this. Need some help getting started with this game? Audience members will sometimes call out suggestions for changes in the scene. When you want to switch your attitude, imagine a tiny audience member perched on your shoulder, wearing wings and a halo, whispering suggestions in your ear.

Scenario: What's this? A message to call Mr. Jones. He's got some blood in his urine. Well, of course he does. He just had prostate surgery. Why is he wasting my time?

Switch!

(Suggestion: Strengthen the physician-patient relationship)

He's worried that he’s having a serious complication. I can reassure him and give him instructions on what activities he should avoid.

(Suggestion: Make the system work better for patients)

This is a common postoperative problem. It's too bad he's had to wait for me to call him about this. Maybe we need to improve the information given to patients when they leave the hospital. Even better, we could post information about common post-op problems on a webpage so patients can access it at their convenience.

(Suggestion: You’re the man!)

He trusts me as an expert. I'm the best person in the world to help him with this problem.

You see? Do whatever it takes to get a positive mindset before your patient encounter.

Kind of kooky? Sure. Just a mental trick? Of course. But no one knows you’re using a kooky mental trick. They’ll just see your commitment to patient-centred care. Break a leg!

P.S. I’m on holidays next week, so check back in 2 weeks. After that, I’ll be posting every 2 weeks. (Blogging is hard work!)  Have a great summer!