Building connections one ‘cloud’ at a time

Nursing can, at times, feel like a series of tasks: administering medication, ensuring bed alarms are set, monitoring vitals, providing patient education.

And aside from a diagnosis and care plan, nurses may not know much about their patients.

Angie Benner, assistant nurse manager for inpatient oncology at Memorial Hospital Central, thought that needed to change.

As part of a six-month UCHealth leadership program in which participants were tasked with developing process improvement projects, Benner decided to tackle a way to boost patient satisfaction and experience.

Her idea? Create word clouds – a collection of words to describe a patient’s interests, hobbies, accomplishments and personality – and display them in a patient’s room, adjacent to their white board.

The hope was that having a word cloud posted in a patient’s room would more easily facilitate conversations around topics other than health care.

“When we build connections with people, it makes us more understanding to their situations and the emotions they are experiencing,” Benner said. “It makes us better caregivers, as we’re doing more than just nursing tasks. It’s also helped patients feel like they are being cared for on a more personal level.”

The word cloud activity is strictly voluntary, but most patients have loved the idea, Benner said.

“Sometimes patients are reluctant to open up and talk. The word clouds are conversation-starters; we can get to know patients on a different level, and they enjoy the interaction, as do we.

“We had one patient who was transferred to another unit; he realized his word cloud hadn’t made the move with him, and he asked his nurse to please get it. He wanted his word cloud to go with him on his hospital journey.”

Because every patient’s word cloud is different, it’s been interesting for the nursing team – along with other hospital staff – to learn about each person individually, be it their favorite foods, their pets, their jobs, where they grew up.

“This has been fun for the staff, and a great experience for patients. Some are surprised you want to learn that about them. It’s been fulfilling for everyone.”

Michelle Ferguson, oncology nurse manager, said the project has had a powerful impact throughout the unit – not just on patients, but on staff, too.

“Patients report the word clouds provide a sense of being – the sense they exist beyond their diagnosis,” she said. “And each oncology team member also has a word cloud, and the project has also created greater connection and stronger bonds among them, which has improved team culture, feelings of inclusion and engagement.”

The team’s word clouds are displayed on a bulletin board on the 7^th floor unit, and staff have enjoyed learning more about their colleagues. Who knew Lance could juggle while riding a unicycle, that Betty has climbed 30-some 14ers or that Lindsay volunteers for a dog rescue?

As for Benner, some might not know she loves running and hiking, has two sons, loves coffee and is from Minnesota – all topics you can ask her about next time you see her around the hospital. That connection might make your day – and hers – a lot more fulfilling.