♪MUSIC♪ BEITER: Most people who work in
health care are here in health care because they want to
do good for patients. And I think by telling patients’
stories, really reminds staff of why they’re really here. HOLDER: No better care than the
VA. When I got here, I felt wanted, I didn’t have any
pressure on me, and the nurses were around-the-clock making
sure that I was taken care of all the time. HANCOCK: These counselors and
these staff members, they truly do care, and if you sit down and
explain to them what’s really bothering you, they’ll listen,
they’ll get you the help. They have the solutions to your
problems. COSTA: I’ve been with the VA for
30 and a half years, so I’ve dedicated my whole entire career
to the VA. I was a medical student here, a medical resident
here, I love the VA, I love my patients, I treat them
like my family. ROBERSTON: Having staff
remember that they can make a difference by smiling, by a warm
welcome, by a warm send-off, by advocating for a patient,
going the extra mile to advocate for them, remembering that the
small things like noise and food and maybe offering to call the
chaplain for them. Every employee realizes that
they can be patient centered in very simple
ways. GINSBURG: When this suite was
designed, first and foremost in our minds was trying to create
an environment which catered to patient privacy. Our patients
love coming here, as you can see it’s a very luxuriously
appointed room. They love the patient privacy,
and they love the warm environment; they love the
soothing, warm murals. And they love the kind of very
personalized care that they get. There’s no feeling of they’re
just a number; they get a really very personalized care in a very
comfortable environment, a very private environment. GILL: Having the focus on
patient centered care really allows you to be humanistic. And
to realize that this is another human being you’re taking care
of and to relate to them— so not only are you helping
demystify this health care system for these
patients, these Veterans; you also are finally healing
because you relate to them as a human being, and you get
satisfaction from what you’re doing because you’re dealing
with the whole individual— you’re dealing with teh
caregivers, and helping them be empowered, and then you have
your staff rallying around you to provide you that support. SPENCER: If it wasn’t for the
acupuncture program that the VA is offering, I would be on
medication, my quality of life would be greatly diminished, and
the side effects of the medication would be affecting me
by now. DORT: Personally, I’m a breast
cancer patient; I’m a two-year survivor as of
April. To me it’s very personal and I’m very proud of what we
can offer women here. ANGEL: Every individual in this
country who’s put on the uniform and bore the stress of being a
military person serving their country — they
deserve everything that we can give them to bring them back to
their wholeness and their wellness again. HANKINSON: For the staff that
are just starting their journey in the VA they can use the model
for proactive components for personalized, proactive health.
If we were to look at that wheel and start with practices such as
the importance of sleep, the importance of wellness, the
importance of spirituality, surroundings, healing
environments, interactions between staff and patients. CROWELL: While we want you to be
physically well, we want to be able to help you in the other
aspects of your life — emotionally and spiritually.
And so if we can find an easy tool, like giving you a
cellphone, and that helps you with that, to me that seems like
a no-brainer. BURT: I haven’t been in
communication with them for at least five years, far as the
telephone’s concerned, and when I got the telephone, the first
person I called was my two daughters, and let them know
that I had a telephone and I can communicate now, you know, and
make up for lost times. HANKINSON: The way our patient
centered care steering committee is designed is that it’s around
the components of patient centered care. What’s
key about the steering committee is that interdisciplinary staff.
We have staff that represent unions, we have staff that
represent the front-line, we have leadership teams, we
have Veterans. We capture all the perspectives at this one
committee and focus on these proactive components that are
very important to Veterans. WICKREMASINGHE: The care we
provide here is transformative. We seek to really listen to our
patients, listen to their needs, listen to their concerns, and
then empower front-line staff. Take those ideas, take what they
hear from patients, and do something with that
information. BEITER: Realizing how we made a
difference in somebody’s life — and not just a little
difference, a major difference. ♪ MUSIC ♪

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