'What’s Your Life Story?'

These four little words can help you deliver better patient care

What’s His Story?

Since learning about palliative care in medical school, Daniel Ray, M.D., wanted to work at a hospital that emphasized caring for patients’ physical, emotional and spiritual needs. He found such a hospital at LVHHN, where he’s helped implement palliative care.
His work won him the prestigious Roger C. Bone Award for Advances in End-of-Life Care, which among other things, recognizes his efforts to improve communication, compassion and effective listening of patients’ stories. The award honors his leadership in end-of-life care on the local, national and international levels.

The 89-year-old woman lay unresponsive in the medical intensive care unit, suffering from end-stage lung cancer. Her care team knew there was nothing more medically they could do.

So they sat down with the family and suggested an end to aggressive treatment. But the family didn’t seem to agree. “We want you to do everything you can for her,” they said.

Concerned the patient would suffer unnecessarily with more treatment, the care team turned to Daniel Ray, M.D. He specializes in palliative medicine that focuses on managing a patient’s symptoms and promoting quality of life. This is done by listening to the wants and needs of patients and families, and understanding that they bring more than their illnesses to the hospital. They also bring their past experiences and family dynamics, which might influence their actions.

Ray sat with the family members and asked to hear their complete story. They shared the vivid memory of their father’s death two years before and how he hallucinated and cried out in pain. “We don’t want our mother to suffer like that,” they said. That statement explained everything to Ray.

So, he assured them everything would be done to keep their mother comfortable, and the family agreed to withdraw treatment. “Taking the time to hear their story helped me understand what they really wanted for their mom,” Ray says. “We were able to keep her comfortable while her loved ones stayed by her side.”

To ensure intensive care colleagues truly get to know their patients’ stories, they created a “Get to Know Me” poster. Family members are encouraged to bring in photographs and write down their loved one’s favorite movie, book, food, hobbies and other personal reflections.

“Caregivers often focus on making the right diagnosis and planning the proper treatment, but it’s just as important to get to know the people we are caring for,” Ray says. “Listening to our patients’ stories helps us provide the best care by understanding things from their perspective.”

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