TRUST
This newsletter features a guest column written by Laura Brine, Patients Relations Central Zone NSHA.
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"Our evolving healthcare system with its associated change and challenges is difficult for patients, families and health care providers alike."
Right now, I think one of the most important roles for us as health care providers is to work hard to preserve relationship with our patients and families. At the level of individual care, trust and confidence in who we are and what we do is central to a therapeutic and working partnership. Sometimes the partnership just doesn’t work and neither the patient nor the provider can see benefit to continuing the relationship. What’s most important though is that our approach with patients and families is genuine, reasonable, and informed. If a patient knows they can trust in a consistent behavior across departments and facilities, meaning behavior that is considered and centred on integrity and kindness, problems may be easier explored, and opportunities taken to work through issues of concern. Trust leads to confidence in the level of care we provide and there’s no doubt that the vulnerability of patients and families can be eased by a belief in both our personal and organizational integrity.
Consider Our Humanity the Equalizer
It’s not always easy to express caring or understanding when time and resources are short and needs and volume are high. As the health system evolves, the very definition of appropriate care remains a discussion. Expectations of care are varied and are always a matter of debate in the work of Patient Relations. Patients come forward with concerns about clinical and non-clinical care alike, from a surgical or medical issue, to a personal interaction with staff or physicians. In many instances, resolution is found in our shared humanity and our need to be respected and involved in decisions that affect us. The course of events or care doesn’t necessarily change, but the understanding and ability to make informed decisions does. Offering acknowledgement and apology for a difficult experience, providing specific information or education, and sharing a moment of kindness, are all things that build, or help to re-build trust in the health care provider, in the organization, and in the health care system generally.
I think it true that our relationship with health and health care providers is one of the most vulnerable in our individual experience. There is no doubt that our lives rest on how well we care for ourselves and each other. Each of us has rights and responsibilities in that regard and each of us needs to be mindful of our necessary partnership with the health care system. In working with patients and families, my own work experience suggests that rounding out the relationship with integrity and humanity can lead to a powerful trust in who we are, and what we do.
By Laura Brine, Patient Relations Central Zone NSHA
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Ethical Principles in Practice with Lianne Yoshida, MD, Family Physician and Medical Co-Director of the Nova Scotia Women's Choice Clinic.
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New Ethics After Hours
Return to Zero is Netflix movie based on the true story of a successful couple mourning the loss of their stillborn son, a woman (Minnie Driver) and her estranged husband (Paul Adelstein) and then learn that she is pregnant again. We have reviewed this movie and created discussion questions and comments.
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Building Trust and Bridging Values in Times of Conflict
NSHEN Fireside Chat
2014
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New Featured Article Summary
Narrative Symposium: Doctor in the Family: Stories and Dilemmas Surrounding Illness in Relatives...
Short summary: In this narrative symposium, eighteen physicians share their personal stories and dilemmas surrounding being a doctor in the family when dealing with illness in ageing parents, in siblings, in children or among other close relatives.
Keep Reading
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Case Database
Have you checked out our case database? Lot of different types of health care cases to review for ethics committees, lunch and learns, or to refresh your learning.
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