The Blings The Thing

February, 1st, 2006February, 1st, 2006 11

The bling is the thingThe bling is the thinga new twist on old rulesa new twist on old rules

Contact InformationContact Information David Richardson, Ph.D.David Richardson, Ph.D.

Health Care Ombudsman – MediatorHealth Care Ombudsman – Mediator

Voice (909) 427-7719Voice (909) 427-7719 Pager (909) 209-1186Pager (909) 209-1186



Communication is the single most Communication is the single most prevalent factor that interferes with prevalent factor that interferes with members’, patients’ and families’ ability to members’, patients’ and families’ ability to perceive a high quality care experience.perceive a high quality care experience.



Communication facilitates problem solving, Communication facilitates problem solving, collaboration and the ability to adopt collaboration and the ability to adopt another's perspective.another's perspective.



Developing empathy is the ability to adopt Developing empathy is the ability to adopt and respond to the care perspective of and respond to the care perspective of patients, members and families. patients, members and families.



Seeing life from patients’ side of the bed Seeing life from patients’ side of the bed and changing accordingly increases their and changing accordingly increases their ability to perceive a high quality care ability to perceive a high quality care experience (HQCE).experience (HQCE).

Communication + Empathy = HQCECommunication + Empathy = HQCE



A few assumptions:A few assumptions:

Not me but youNot me but you Use your wordsUse your words Gooder is betterGooder is better Rock and roleRock and role



Iron RuleIron Rule Might is right Might is right Stronger over the weakerStronger over the weaker 3 ways to do things3 ways to do things

• Right wayRight way• Wrong wayWrong way• My way My way



Silver RuleSilver Rule The one who controls resources is in controlThe one who controls resources is in control If you want what I have …do what I askIf you want what I have …do what I ask 2 ways to do things2 ways to do things

• My way My way • No wayNo way



Golden RuleGolden Rule Doing onto others as ….Doing onto others as …. Putting another person in your shoesPutting another person in your shoes Using your perspective to understand the Using your perspective to understand the

otherother One way to do thingsOne way to do things

• What would I like?What would I like?



Problem with Problem with IronIron, , SilverSilver and and GoldGold(Or its good to be King)(Or its good to be King)

No acknowledgement of individual differencesNo acknowledgement of individual differences All views are not equally valuedAll views are not equally valued All views are equal All views are equal Your perspective becomes preeminentYour perspective becomes preeminent



Each can be very effective with the right Each can be very effective with the right person and circumstanceperson and circumstance

Most situations/people could benefit from Most situations/people could benefit from another methodanother method



What’s better than What’s better than IronIron, , SilverSilver or or GoldGold??

Not DiamondsNot Diamonds



What’s better than What’s better than IronIron, , SilverSilver or or GoldGold??

Not DiamondsNot Diamonds

PlatinumPlatinum



PlatinumPlatinum Instead of putting the other in your shoesInstead of putting the other in your shoes Step into the other person’s shoesStep into the other person’s shoes Walk around a bitWalk around a bit



Ask the questionAsk the question How would he/she want to be treatedHow would he/she want to be treated

Place the focus on the other rather than on Place the focus on the other rather than on the selfthe self



Given these circumstances, this set of Given these circumstances, this set of facts, this situationfacts, this situation What is he feeling?What is he feeling? What is she thinking?What is she thinking? What might they need at this time?What might they need at this time?



Video Video When things Go Wrong, When things Go Wrong, narrative story of narrative story of the the ImmigrantImmigrant

What would have improved the family’s care What would have improved the family’s care experience?experience?

What interfered with good communication?What interfered with good communication? What did the family expect of the physicians?What did the family expect of the physicians? What would have improved the care What would have improved the care

experience for the family?experience for the family?



Contact InformationContact Information David Richardson, Ph.D.David Richardson, Ph.D.

Health Care Ombudsman – MediatorHealth Care Ombudsman – Mediator

Voice (909) 427-7719Voice (909) 427-7719 Pager (909) 209-1186Pager (909) 209-1186

Health & Medicine

The Blings The Thing