2.3. Share personal stories by senior leaders
to engage staff in patient-based values
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Introduction
Sharing personal experiences of health care by senior leaders engages
staff. Stories shared by leaders should be memorable and person
focussed. Leaders use storytelling as motivational tools to progress
organisational objectives in a format that is meaningful and anchored
in patient experience of care.1,4
What is this about?
Sharing stories provide staff an appreciation of what the leaders
stand for and is an opportunity to share stories about the organisations
people, values, history and future directions.1
Why is this important?
Storytelling is a powerful communication tool to convey messages,
experiences and lessons that drive success. Leaders who regularly use
stories create a culture in which people feel connected and this can
create purposeful commitment to work. 2 ,4
What ACSQHC National Safety and Quality Health Service Standard
does this relate to?
Standard 1.4 and 2.6
How can I implement this in my hospital
or health service?
lling
Ensure the story is a personal experience shared by a
leader 2
Link the story with the organisational message or objective 2
Share a personal story with staff that is about identify, what
has influenced your values, reconnecting with your original
values for coming to work in health care
Think about development of the story and consider including
the following: 1
Agents — the people who feature in the story (nurses,
doctors, patient, allied health)
Predicament—the problem the event causes and the
group are trying to solve
Intentions—what was the initial plan
Actions— did the event happen the way it was planned
Objects—the things that worked or that didn’t in the
event
Resources
Causality—the effects (both intended and unintended)
of the event
Video Story - Prof. Clifford Hughes, Chief Executive
Clinical Excellence Commission
Context—the details surrounding the event and actions
Video: The Art of Story Telling
Harvard Business Review
Surprises—the unexpected benefits or issues that
happened
Relate – the link to why you are sharing this story now
References:
1. Mitchell, H. (2005). Knowledge Sharing – The Value of Story Telling. International
Journal of Organisational Behaviour. Volume 9(5): 632-641
References:
5. Harvard Business Review. (2003). Storytelling that moves people. Accessed on
21 August 2013 from: http://hbr.org/2003/06/storytelling-that-moves-people/ar/1
2. The Ontario Hospital Association. (2007). Hospital Boards and Clinical Quality:
A Practical Guide. Canada, pp.3-4, 18.
6. Cleveland Clinic. (2013). Empathy: the human connection to patient care. Accessed
on 21 August 2013 from: http://www.youtube.com/watch?v=cDDWvj_q-o8
3. Institute for Health Care Improvement. Collecting Patient Experience Stories.
Access from: http://www.ihi.org/offerings/IHIOpenSchool/resources/Documents/
CollectingPatientExperienceStories.pdf
7. Cleveland Clinic. (2012). One question that changed our organisation. Accessed on
21 August 2013 from: http://health.clevelandclinic.org/2012/12/one-question-that
-changed-our-organization/
4. Gardner, H. (1995). Leading Minds: An anatomy of leadership. Basic Books:
United States
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