A key aspect of care that facilitated participants being known was feeling as though they were “not a number”—being treated like a unique individual within the patient population and being recognized as a person separate from the disease. The components of this type of interpersonal care included being genuine, providing a sense of comfort, providing individualized communication, and including the patient as part of the team. This was emphasized by nearly every participant, and, as one participant expressed, “You’re not only a number, you’re someone.”
Being genuine: This component involved feeling that healthcare providers were not just performing the tasks required by their job but that they really cared and connected with the patient on a human level. One participant said, “It makes you feel like she’s not just giving you a treatment. She’s here and she cares about you.”
One participant highlighted his nurse’s ability to “just be there [for them], whether it’s in silence, or in conversations.” This was described further as always taking time to answer questions, actively listening, and never rushing appointments. Genuinely acknowledg- ing the impact that cancer had on each individual situ- ation also was integral to feeling known.
[Cancer is] a big event in our lives and they real- ize it, so it helps a lot. . . . Even if they see a lot of people, they’re concerned for every one of them. And, they really want you to be better.
Providing a sense of comfort: This component oc- curred when healthcare providers were welcoming and friendly, smiled, and had casual conversations with pa- tients. One participant said, “You have to be comfortable with your team, otherwise you’ll be lost.” This promoted the development of individualized relationships that led participants to feeling known by their team.
Providing individualized communication: Basics, such as providing information in an understandable way, repeating when needed, and using direct and hon- est communication, were appreciated by many partici- pants. One participant said, “She doesn’t go around the block to tell what’s going on. She’s straight up about it.” Tailoring information to each individual, by normal- izing symptoms or addressing speci c concerns, was important to feeling known. One participant said, “Not necessarily explain to me what’s about to happen, but, you know, feel what I need to hear and say it.”
Participants found healthcare providers recognizing their desire to stay positive and communicating in a way that fostered this helpful. One participant de- scribed the discussion of his initial diagnosis. “It was a serious, serious discussion but at the same time it was . . . a good discussion. When we left the of ce nobody was crying, everybody was happy.”
Another participant described how the use of humor lightened the atmosphere during a dif cult procedure. “They always knew what to say to make you feel better.”
Being part of the team: Participants feeling that they were a valued and integral part of their healthcare team was important. One participant said, “Even if I’m a patient, I’m a part of the team who ght[s] against my cancer.”
Collaborating with patients in decision-making and encouraging them to express concerns and ask ques- tions facilitated this, as well as making exceptions or modifying care to meet speci c needs. Collaboration with participants’ family and friends also was valued. One participant said, “There is an impact . . . not just on you, but on the . . . network of family and friends.” Another participant highlighted his wife’s role.
When you’re living together and you have kids together you’re almost getting to be the same per- son . . . If my spouse, my wife, is stronger she will be in a better mood to help me, encourage me, to support me.