Person-centered care: where everyone wins

In February, the Alberta College of Pharmacy implemented new standards of practice focussed on person-centered care. I cannot celebrate this enough! It is overdue that we place the focus of our care and regulations where they belong, on the person in front of us. These new standards require pharmacists to “recognize that each patient is an individual with their own values, needs and concerns.” If we, as providers, fail to meaningfully involve the patient in the decision-making process of care, we can unintentionally cause harm. The following is an illustration of this from my personal experience.One afternoon, I noticed that a new patient seemed upset while picking up their medication. I asked, “I just want to check in, are you okay today?”. This allowed the patient to share their story in the safety of our newly-formed relationship. It turned out they were not okay. They had recently seen a new specialist who had provided them with just one treatment option for their condition—one for which multiple evidence-based treatment options exist. The patient explained that they would not take the offered medication (for a multitude of valid reasons), but dismissing their concerns, the provider refused to provide any treatment at all, telling the patient to only come back if they changed their mind. The patient was fearful about how their disease would progress and of the pain they would experience without a treatment plan. They felt they were being told “my way or the highway” and chose the highway.I sat down with them and we discussed their goals. It was decided that the best course of action would be for them to return to their family doctor and ask to be referred to a different specialist; one who would work with them. As we waited, the patient and I collaborated with the physician to create an interim pain management plan. In the end, the patient saw a new specialist who worked with them to find an alternate first-line therapy they were comfortable with taking.Thankfully this case had a happy ending, despite care being delayed. It scares me to think of what would have happened if I hadn’t noticed my patient that day. Would they have received treatment?The relationships we form with our patients greatly impact care and can be built or burnt in an instant. To improve my own relationship-building skills, I signed up for Bruce Berger’s Motivational Interviewing (MI) Course. MI is not about motivating someone, it’s about understanding and exploring their motivations for doing something—such as taking a medication. Further learning and practising this skill has allowed me to enhance the care I provide, as well as the way I communicate patient goals to others in their circle of care.I asked my patient from this story two questions:How can healthcare professionals make sure we are practising person-centered care?Actively listen to their story.Talk to them while respecting and acknowledging that they know their body and how it’s feeling and functions best.Remember that they are human and a willing and able participant in their care.Engage them with respect, dignity and kindness while understanding that they have knowledge of their condition that can help you. Don’t be intimidating and controlling.All healthcare professionals must work together around the person that they are tending to. They each have a role to play. No egos please, and respect each other.How can healthcare professionals create an environment where patients feel safe?Engage them in all aspects of their care. Recognize and understand that they may fear outcomes or side effects. Reassure them that the team will work together to provide the best care.My patient summed it up perfectly. When each of a patient’s chosen providers work together to provide person-centered care, the clear winner is the patient. And I can tell you from experience, the winning patient’s healthcare provider will go home feeling joyful too.Jaclyn Katelnikof is a passionate community pharmacist, leader, and advocate dedicated to shaping the future of pharmacy through empowerment and innovation.

Person-centered care: where everyone wins

Register for free access or login.

Blog Author

Jaclyn Katelnikoff

Related Topics