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Exercise #1—Think Back

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Setup: Make sure everyone has the Think Back worksheet and a writing utensil. Have a flip chart and markers ready for yourself.

Ask everyone in the room to close their eyes for a moment while you say the following: “Think back to a time when you were ill. It could be as simple as a bad cold or as complicated as a surgery or recovering from an injury. How did you feel?” Give the group about one minute to reflect internally.

Then, ask them to open their eyes and write down responses on their worksheet.

After they have recorded their responses, ask them to complete the second portion of the form; say the following: “Now that you have identified how you felt at the time, what did you need?”

Once again, give the group a moment to reflect and record responses on their worksheets.

Wrap Up: Once everyone has written down their responses, ask them to share their answers. Pose the original question to the entire group; ask: “How did you feel? What are some of the things you wrote down?” You may want to clarify that you are looking for their feelings or their emotional state rather than symptoms.

As people shout out their responses, record them on the flip chart and repeat them out loud for the group.

Once the group has listed out their feelings, ask them to share what they needed; say: “So if this is how you were feeling, what did you need?”

As people shout out their responses, record them on the flip chart and repeat them out loud for the group.

Summarize: Read the two lists back to the group and say: “These are our patients. When they come to us, they are feeling like this, and these are their needs. We need to keep this in mind at all times and remember how they are feeling and what they need.”

I have done this exercise with audiences ranging from senior leaders and physicians to frontline staff. Regardless of title or life experience, the answers people commonly give are that they felt scared, frustrated, overwhelmed, and confused. They often express that they felt vulnerable, tired, and alone.

When identifying what they needed at the time, answers are typically compassion, attention, empathy, reassurance, relief from pain, and information to help them understand their condition and treatment.

I love to do this exercise with healthcare professionals because it gets them back to the essence of the patient experience and reminds them that this is the state of mind of many of their customers. These emotions and needs are at the core of the patient experience. As healthcare providers, you need to keep this in mind as you care for them and as you prepare them to leave.

Identifying and addressing these feelings and needs are among the most important aspects of patient care. And just because someone is being wheeled over the hospital threshold as a discharged patient doesn’t mean that those needs stop. A carefully timed and purposeful discharge call can go a long way in helping the patient feel reassured and confident about healing and care.

You Make the Call - Healthcare's Mandate for Post-discharge Follow Up

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