On a hot summers day a daughter visited her dementing mother in the nursing home, in front 3, full and untouched cups; with milk, water and cold tea. That evening the daughter sent a furious mail to the director of the nursing home.
When the words “inspection” and “media” appear in one complaint, all alarm bells go off, the director narrates.
She invited the daughter, team manager and location manager early the next morning. We were shocked rigid with your mail and I want to use your story to change the organization and increase the quality of care. That takes time. They agreed on three months.
We started collecting stories with health professionals, nurses, carers, family members and managers. Those stories were shared by an organizational coach, at the start of narrative interventions.
One year later we retraced the respondents and collected another set of stories for evaluation. In comparison, the new stories clearly showed an improvement in quality of care but also in work pleasure.
Family members were more involved and engaged with care and communication. Overall, the organization had improved considerably. Narrative intervention proved to be a learning journey.