Storytelling: A Tool Case Managers Can Add to their Toolchest

Case Management Focus

Case Managers play an essential role in helping people engage in their care. In my practice, Storytelling allows me to share a story so the patient and their family can see a situation from a real-life perspective instead of a medical standpoint. A story that shares a situation where an issue arose and how a patient worked through it with their team allows the person see how they can do the same thing in their life.  

Case managers are advocates. Our role is to help our patients be their own best advocates. One technique I use is meeting with the doctor with the patient and encouraging the patient/family to ask questions. If I make calls on their behalf, I usually ask them to be on the call with me so they can hear me advocate for them. By hearing what I say and how I ask questions, allows them to see they can do the same thing. If I don’t get the answer that answers the question I asked, I usually escalate the issue to a supervisor who can help and make a decision.  This allows the patient to see they can go further then the customer service people to get an answer to their questions.  

Nurse Case managers who use these approaches reach the patient/family where they are and address their concerns. Patients and families do not always have the same concerns that we, as healthcare professionals have, so explaining a situation/problem from their point of view helps them get an answer that will satisfy the patient and allow them to have realistic expectations.  

Many people do not understand that their teams might not work as they believe they should. They have rules that they need to follow. Having the patient engage in their care allows the team to interact together to achieve the same goals.   

Encouraging the patient to ask questions and share their fears and anxieties allows the team to understand where they are how to them regain hope and confidence.  

I also encourage people (patients and caregivers) to bring a solution they would like to see to a provider or the payer when they have a problem or challenge. This way, you are not just complaining – also become part of the team to improve care delivery. The result of these negotiations can produce a workable plan for all to feel good about.  

The more you, the patient/caregiver, can be involved in the process, the more effective we will be in developing care plans, coordinating care, and helping be an active participate in their care so that all of everyone feels heard.  

I would like to share a Special Report I wrote a few years ago that shared stories from my practice and what I observed and learned from them. I hope you will review the stories to help you see the power of Storytelling. The Report is called "We are Made of Our Stories: Stories from a Nurse Advocate" https://anne-llewellyn.s3.amazonaws.com/Anne+Personal/Storytelling+From+a+Nurse+Advocate/PDF+-+Storytelling+from+a+Nurse+Advocate.pdf 

I hope you and your families have a Happy Thanksgiving!  

Share This Article: