Don Berwick, recently appointed to head up the post-Mid-Staffs Review, was the person who introduced me in 2001 to the concept of “complex adaptive systems” in Appendix B of “Crossing the Quality Chasm“.
I happened to be diving into the writings of the French philosopher, GIles Deleuze, at the time, and somehow this “CAS” concept fell right into place with Deleuze’s philosophy of rhizomes and of becoming…..so much so that in 2007, when I started this blog, I chose the subtitle “becoming not being….”
I know the American Republicans really don’t like him, but I’ve enjoyed a lot of what he has had to say, and when he praised the NHS at its 60th anniversary he said (amongst other things) this –
First, put the patient at the center – at the absolute center of your system of care. Put the patient at the center for everything that you do. In its most helpful and authentic form, this rule is bold; it is subversive. It feels very risky to both professionals and managers, especially at first. It is not focus groups or surveys or token representation. It is the active presence of patients, families, and communities in the design, management, assessment, and improvement of care, itself. It means customizing care literally to the level of the individual. It means asking, “How would you like this done?” It means equipping every patient for self-care as much as each wants. It means total transparency – broad daylight. It means that patients have their own medical records, and that restricted visiting hours are eliminated. It means, “Nothing about me without me.” It means that we who offer health care stop acting like hosts to patients and families, and start acting like guests in their lives. For professionals made anxious by this extreme image, let me simply remind you how you probably begin every encounter when you are following your best instincts; you ask, “How can I help you?” and then you fall silent and you listen.
People throw around the words “patient centred” and “consultation” like mantras these days, but sadly, its often lip service. It’s NOT difficult to practice the way Don Berwick recommends. Check out his questions in that paragraph –
How would you like this done?
and
How can I help you?
When did a health care professional last ask you those questions? Do you feel treated as an individual? With your values, your beliefs and your wishes being held as CENTRAL? Do you feel treated as a guest in the lives of NHS staff? OR do you feel YOU are the host, and they are the guests in YOUR life?
Let me say again – this is NOT difficult. The doctor, the nurse, the physio, are there to help you. They are there to listen and there to help you find a better way to cope with these symptoms, or address this disease, or whatever has led you to seek them out (a desire for better health I expect)
Don Berwick is revisiting this ethic in his new post and saying that he can be confident that the NHS can be more made safe because
“One of the most important guarantors of continuing excellence in the NHS is the ability to include and invite and listen to the wisdom of patients, families, carers and communities”
There’s still way too much of the attitude that “we” (the “experts”) know best, and “you” the patients, families, carers and communities should just get on with swallowing the “evidence based” tablets we prescribe.
“nothing about me without me”
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