| |
Jen Mooney and her 16-month-old daughter, Maura, have spent the past two months on 9 East. Walking down the hallway of the unit, Jen points to her favorite spots saying, "That's where I sit," or "That's a good place to go cry," and steers herself into the Parent Resource Room to rest on the couch. Though living at Children's Hospital Boston for so long hasn't been easy—exhausting is the word Jen uses—she says the friendly, personalized care she receives, from the phlebotomists to the housekeepers, has transformed what could have been a nightmare into a satisfying experience. "I have a notebook and I list all the people who are involved in Maura's care," says Jen. "On last count, it was over 50. They've all really worked hard for her."
From February 1 to 7, Children's celebrates National Patient Recognition Week, when those working in health care are encouraged to reflect on their dedication to patient satisfaction, with a focus on connection, empathy and compassion. Jen says it was exactly these attributes that made her experience so positive. Maura's case was mysterious: She was admitted for dehydration and a fever, and within days had a rash covering her entire body, including the bottoms of her feet. She began to get infections, and one morning she couldn't lift her head. The happy, energetic baby who used to tear around the house had lost the ability to use her left arm and leg. Doctors were perplexed, but during the process of discovery, the open lines of communication from clinicians helped Jen feel included and valued. She says the dialogue has made her feel like part of the team, rather than a powerless bystander. "I never feel like I can't speak my mind," she says.
 |
|
Other times, the honesty of the staff helps Jen most. "Sometimes, you just need someone to tell you that, yes, the situation does stink, and it's okay to be mad," she says. Whether it's bringing a cup of coffee to her room or offering to look after Maura while Jen takes a shower, Child Life Specialist Jill Twomey, CCLS, BS, has offered a helping hand. "Without Jill, I think I would have been out of my mind a long time ago," Jen jokes. "Jill went through the toys and found ones that would help Maura get strength back in her hand and arm. She goes out of her way to do stuff like that." In addition to entertaining Maura, Twomey gives attention to Jen's 3-year-old son when he comes to visit. "She makes sure he gets a couple of stickers and a balloon," Jen says. "She's taking care of the whole family."
Offering this kind of empathetic care takes a fair share of one's mental and physical energy. And sometimes, due to the busy nature of caregiving, it's easy to get swept up in the day-to-day routine and miss the chance to connect with the patient and family, says Kathleen Wallace, BS, RN, staff nurse II, Occupational Health Services, who teaches clinicians a class called "Coaching techniques to enhance you and your practice." It wasn't until Wallace was diagnosed with breast cancer and became a patient relying on the efforts of health care professionals herself that she learned the true importance of connecting with patients. "It was an amazing experience to have been a nurse and then a patient," she says. "During one procedure, my providers were so focused on discussing me as a patient that they forgot I was in the room," she says. "I started to understand what it was like to be a patient and what it felt like when you have to rely on someone else to take care of you."
The experience motivated her to change the way she approached caregiving—and teach others how to be more present when caring for others. Wallace researched nurse burnout and found that although everyone starts with the best intentions, they often don't have a good enough work-life balance to take care of themselves, resulting in a stressed or distracted caregiver who has poor eating, exercising or sleeping habits. "We all have this well of nurturing inside us, but it can become dry if you don't figure out ways to fill it," she says. "We work in a field where you're actually rewarded for putting yourself last: The greatest nurses are the ones who are caring and self-sacrificing, but you can only sacrifice so much." Wallace says personal empowerment—taking control of your life, goals and choices—is key to remaining connected with patients. "You need to ask yourself, ëWhat's really important to me? Am I aligning my life with what I actually value?'" she says.
Twomey uses simple coping strategies, like creating clear boundaries between her home and work life, to achieve balance. After work, she decompresses on the shuttle. "By the time I get in the car, I'm able to turn my thoughts over to my family and things in my home life," she says. Wallace applauds this approach, and also recommends that caregivers take deep breaths, avoid multitasking and make time for exercise and laughter. To foster connections with each patient, Twomey asks patients and families specific questions, and focuses on listening to their answers. "Each family has individual needs," she says. "You need to work out how to make each child's stay better," she says. She's also a master at concentrating on one thing at a time. "Focusing solely on one child, working to bring a smile to her face, helps me to stay in the moment."
|
|
| |
