caring Communication

let me introduce myself...
hello my name is
eading the #hellomynameis
revolution in healthcare service
L
is doctor and terminally ill
cancer patient Kate Granger.
During a hospital stay in
August 2013 with post-operative sepsis,
she made the stark observation that many
staff looking after her did not introduce
themselves before delivering her care.
“I met a number of staff that evening. The
junior doctor who clerked me was “one of
the doctors”; the clinical support worker who
cannulated me had no name; neither did the
nurse who administered my antibiotics. This
lack of introductions continued during my
subsequent admission on the urology ward.
It wasn’t just one particular professional
group, but seemed to permeate through
the whole hospital staff. However, when
someone did introduce themselves, it made
a massive difference to me; it made me feel
safe and that I mattered,”
explained Kate.
“One evening
visiting time I
discussed my
observations
with my
husband Chris.
He inspired
me by simply
telling me to
“stop whinging and
do something”. So
we did. The idea
was
to use my already significant social media
influence to start a conversation about the
importance of introductions in healthcare.
“In doing so, we hoped to encourage
healthcare staff to change their behaviour
and remember to introduce themselves.
Chris came up with the catchy hashtag
#hellomynameis and off we went on an
incredible journey.
“I have always been a very keen observer
of the healthcare I receive. I like to think
of it as a ‘secret shopper’ role and I often
reflect on what makes a good or not so good
patient experience. I use these reflections to
improve how I practice medicine and share
them to help other healthcare workers to
understand the patient perspective a little
better,” said Kate.
“In my mind #hellomynameis is the first
rung on the ladder to providing truly personcentred,
compassionate care.”
Kate was speaking ahead of her
appearance at the Masterclass in
‘Communicating Health’, hosted by the
National Communications Division, where
she shared her knowledge and experiences
with senior leaders across the health
services.
She said she would be thrilled to see more
healthcare staff in the Republic of Ireland
take on #hellomynameis as a campaign.
“I really believe that if we can start to
get the basics of communication like
introductions right for every patient, every
time, we have a real chance of
improving both experience
and safety in healthcare.
It would be wonderful
to see every
healthcare
organisation
in Ireland
supporting the
campaign and
really living by
its values,”
she said.
She added
that the
Southern
Health
and Social
Care Trust,
Wexford
General
Hospital and the Crumlin
Children’s Hospital
have all supported the
campaign. There have also been individuals
across Ireland getting in touch with her
through social media.
Kate revealed that the campaign has had
a really positive effect on staff, patients and
the public.
“When we launched the campaign at Leeds
Teaching Hospitals there was a palpable
buzz around the organisation. Everyone
wanted to get their badge and have their
picture taken. It became part of the Trust
corporate induction and is very visible
around the hospitals,” she said.
“Staff told me that it had reminded them of
what was important in healthcare. Students
told me it had given them the confidence
to challenge others when they witnessed
people failing to introduce themselves. I
received very similar feedback from staff
across the country through social media and
when we went on our #hellomynameis tour.”
She explained that one of the biggest
motivators for her to keep going is feedback
she receives almost daily from patients.
“It validates my experience as not
unique and that this matters to others
facing interactions with health services
too. I receive tweets thanking me when
someone has had a good experience with
introductions,” said Kate.
“However, I also receive tweets telling me
about the opposite experience. Perhaps most
worryingly when staff have not introduced
themselves, but there are #hellomynameis
posters all over the walls. This is why I am
working so hard to share the story behind
the campaign in person because I believe
that is the most powerful asset I possess to
drive behaviour change.”
She insisted that the campaign helps to
foster a culture of honesty, compassion and
transparency in the health services.
“Sharing your name with a patient is about
connecting with that person on a human
level, showing that you care about them as a
person, that you want to build a relationship
with them and help them to trust in you,”
she said.
“However, it is also about saying I’m proud
of the care I deliver and I want to be held
accountable if I fall short in any way. Hiding
behind anonymity is common, but I think
it does nothing to enhance health services
and patient experience. Creating a culture
where #hellomynameis is the norm, with
interactions with patients, staff and visitors,
goes a little way to improve a service which
is honest, compassionate and transparent.”
spring 2016 | health matters | 11