When Laurence received care at Banner Heart Hospital, the team who cared for him knew as much about who is as a person as they did about his medical condition and health history.

"I really liked the Life Stories approach. This was the second time I was in there," Laurence said of his subsequent visit to Banner Heart. "I can't praise you enough. Your staff is great and my doctor was exceptional. I'm so happy I received care from your hospital."

Through a new program called Life Stories, staff members who care for patients at Banner Heart Hospital extend a unique personal touch to caring for patients. Now, in addition to understanding patients' health issues, medical teams also take time to learn more about who patients are as individuals, said Cassandra Crowe, Banner Baywood Campus Service Excellence director.

"The Life Stories program creates an environment that conveys caring and value to our patients and families," Crowe said. "People do not always want to discuss their medical condition. By learning patients' life histories, Banner Heart Hospital staff and physicians can connect with patients on a more personal level. It's a simple way to make a difference in people's lives by adding a personal touch to the care we provide while they're with us."

During a quick interview with patients who agree to it, Banner Heart Hospital volunteers chat with patients to learn more about their families, spouses, birth place, hobbies and interests. The new program is designed to:

• Boost patient satisfaction
• Create a more personalized approach
• Put patients more at ease during their stay with us

After a patient is admitted to Banner Heart, a Life Stories coordinator determines if the patient is appropriate for the program. The most suitable patients are those who have a diagnosis that will cause extensive hospitalization or repeat admissions.

If a patient is selected, a volunteer meets with the patient or family members. Once the patient has been interviewed, a written document is drafted based on personal life accounts. The document then is placed in the patient's chart, and presented to him/her as a memento.

"The goal is to have non-medical life stories made available to Banner Heart Hospital staff as soon as possible," said Crowe. "This gives the staff and physicians a chance to connect more personally to patients during their stay - not simply exclusive to their medical conditions. It also provides a mechanism for increasing knowledge and understanding of patients' actions, responses and behaviors."

Since the program was implemented, Banner Heart Hospital staff, physicians and patients have shared positive feedback about it. T

"The Telemetry staff love having personal background on patients," said Chief Nursing Officer Laura Robertson. "They can ask them things about their childhood pets or favorite vacation spots while administering care. The patients tend to feel more at ease and they naturally trust the clinical staff more. It is a win-win solution for our patients and staff."

For more information, please send an e-mail to Cassandra.