How the Conversation System works

Three steps in 90 days to put people at the heart of healthcare, every time.

To begin, your organization chooses a target population with worsening illness – patients who will benefit most from person-centered care. The staff that cares for that population then takes three steps to implement the Conversation System.

Step 1: Firsthand Experience

Building a foundation of empathy

All staff members that work with your target population get personal experience with the cornerstone of the Conversation System: our research-validated conversation game, Hello. Staff play the game with each other and with their families, giving them personal experience with meaningful conversations about living and dying well. Staff are encouraged to complete their own Advance Care Plans and talk with their own clinicians, building a solid foundation of empathy for their patients.

Undergoing this process together builds stronger teams that are better able to manage challenges and solve problems together.

Step 2: Custom Integration

Tailoring the Conversation System to your patients

Your staff shapes the Conversation System to fit your context and your patients. They start by choosing an Opening Question: one question from Hello to ask every patient. The Opening Question invites patients into the Conversation System with a short, meaningful interaction. This anchors the experience for patients and gives everyone a reference point for future conversations about what matters most to the patient and their family.

Your staff can choose from additional activities provided with the System to match their patients needs, including group visits, conversation events, and gameplay at home. We provide case studies and insights from previous implementations of the Conversation System to help your staff choose the best way to engage with your patients.

Step 3: Consistent Delivery

Making person-centered care repeatable and reliable

Starting on Launch Day, your staff begins using their Opening Question with every patient they encounter. Patient’s answers are written on cards and displayed prominently in a patient’s room, on their refrigerator, or in another space that is visible to other staff. Once displayed, staff begin using cues from these cards to spark new conversations, building deeper connections and trust. The Conversation System includes the tools staff need to discuss challenging topics and manage expectations in real time.

With the Conversation System, care teams quickly identify and address problems before they become crises. Better conversations between patients and staff leads to better care coordination and increased patient satisfaction.

Interested in putting the Conversation System to work in your organization? Contact us today.