Patients Are People – Get to Know Them

The Case Manager

As a nurse case manager, I take pride in being empathetic and work hard to care for my patients to the best of my ability. But looking back, I ask myself: Did I truly know my patients? Did I take the time to learn about them beyond their medical conditions?

Did I ask about their work, their families, the challenges they faced, and what they hoped for from me and the healthcare team? I believe I made an effort. I listened, I advocated, I supported. But I also know I could have done better.

Recently, I have been helping a friend battle cancer, and I see that she is desperate for her healthcare team to see her for who she is - not as a patient but as a person. It means a great deal to her to be part of the team in decision-making and to have her and her family's needs considered as part of the process. I hate that she feels left out of the process, unheard, and doesn’t know how to change an impersonal healthcare system to make it work better for her.  

In this week’s post, I want to share some tips that both people (patients and caregivers) and all members of the healthcare team can consider to humanize the work we do.

Getting to know our patients—really know them—isn’t just a nice gesture. It’s the foundation of whole-person care. It’s how we build trust, tailor support, and honor the dignity of those we serve. 

‘Whole-person care’ is an approach being discussed across all segments of the healthcare system. It recognizes that people’s health is shaped by their physical, emotional, social, spiritual, and experiential aspects—and that healing happens best when all of these dimensions are acknowledged and supported. This concept is gradually being adopted in all areas of healthcare. I think patients (people) can help the process by telling everyone who YOU are, what YOU want, and the challenges YOU face. Let your team get to know YOU. 

Beyond the chart: when patients allow the team to know them, the team learns about your values, fears, goals, and preferences, which helps them tailor their care to what matters most to them—not just what’s clinically indicated.

Better communication: When your team knows you, your background, culture, and communication style, they can explain things in ways that resonate, thereby avoiding misunderstandings. Trust and connection improve outcomes, allowing us to work together more effectively. 

Humanizing the relationship: When patients open up about themselves, it invites empathy and fosters trust. We do this in the business world, and when we meet with people throughout our lives, why not in healthcare? By letting your healthcare team know who you are, it becomes more comfortable for you to ask questions and share concerns. You feel like part of the team – it becomes personal.

Emotional safety: Feeling seen and heard reduces anxiety and helps people (patients and caregivers) feel more in control, especially during vulnerable moments.

Practical benefits for care coordination: more accurate decision-making: Knowing your lifestyle, support system, and priorities helps the team recommend treatments that fit your life—not just your diagnosis.

Advance planning: Sharing your wishes about your care, religious beliefs, family dynamics, and end-of-life preferences helps everyone and can help avoid confusion and conflict later.

Inclusivity and equity: Respecting identity, whether it’s gender, race, language, religion, or disability status, allows you to share who you are, helps the team honor your identity, and avoids bias.

Advocacy: Patients who speak up about their needs and values are more likely to receive equitable, respectful care.

We all encounter these concepts in our everyday lives. So, why  incorporating them into our work as healthcare professionals is about empowering people to speak up and be recognized. 

The healthcare team also needs to let people (patients and caregivers) know their roles…and what they do. This helps everyone stay on the same page and work more effectively together.  Remember, we are all on the same team! 

Have a good week!

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