Stories: a glimpse behind the mask we wear

My treatment at reception | Care Opinion

This story was recently published on Care Opinion and it really struck me.

To be perfectly honest, I suspect many of us can relate to the receptionist whose frustrations spilled over that day. The same thing is happening with the same person repeatedly – it would become trying.

I greatly admire this patient for taking ownership of their role in the situation. They clearly have strength and integrity and this story is a prime example of why all feedback is gold.

It makes me wonder how many of us feel the need to ‘perform’ like this in society. I know I do.  

It wasn’t just the story that was striking. It was the response too, especially Ange’s acknowledgement that reads:

“While hospital policies and procedures are necessary to ensure smooth operations, they should never overshadow the need for kindness and flexibility, especially for patients dealing with significant health burdens.”

This reminds me of Liz Newton’s presentation at Care Opinion’s recent online forum where she spoke about staff needing permission. In this case, it may be the staff members’ responses were driven by the need to adhere to policy with permission to be flexible being somewhat of a grey area.

Among the several changes the hospital is planning, it was especially encouraging to see this one.

"We will implement a system to better support patients who may have difficulty adhering to procedural requirements due to medical conditions. This may include creating a protocol for staff to assist in validating parking tickets when patients are unable to do so themselves."

What I love about Care Opinion is that a person can allow others a glimpse into the reality behind the mask without having to take it off. Where we really can see an experience of care through the patient’s eyes.

The need for person-centred care is well understood and is being prioritised more and more. It’s stories and responses like these that give me hope that person-centred policy isn’t far behind.