Emotional Touchpoint Summary

Emotional Touchpoint Summary
Emotional Touchpoint Summary
Related character trait and or a key aspect of the personal philosophy of nursing.
The person described in the experience is an aggressive patient with addiction to alcohol. The
personality trait of the patient is depressed with problems associated with alcohol. According
to a key aspect of the philosophy of nursing, nurses need to work in an ethical mode so as to
cater care to their patients through lifelong learning and accountability for their practice with
interdisciplinary activities. The patient's character does not provide any such characteristics
as she was earlier a nurse and now stays at a care home.
What emotions best capture how the Touchpoint experience felt?
The emotions that best captures the Touchpoint experience felt by her is being away from her
family especially grandchildren. She frequently recalls her experience of joy which she felt
regarding her grandchildren. Hence now she is in depression and anxiety with alcoholism.
Why do you think you felt this way?
I felt emotional Touchpoint experience because she mentioned regarding her grandchildren
and also misbehaves frequently. She recalls her feelings of joy when she was with the twin
boys. I feel in order to forget or overcome the feeling she used to resort to alcohol.
How did you deal with or convey these emotions? What impact did your emotions or
behavior have on you and others?
A set of possible touchpoints to convey emotions includes developing contact with the
patient. It might include at the time of arrival at the ward, during meal times, visiting times,
getting medication, night time ward or while talking with doctors or nurses.
Emotional impacts or behaviors of the patient made me sad as I was very disappointed to
there the story of a nurse being treated in such a manner. It conveys a feeling of loneliness
and depression facing the patient. She was unable to walk which made her dependent this was
more depressing than anything else.
1

Emotional Touchpoint Summary
Tell your story: Use any medium to convey your experience and highlight your Emotional
Touchpoint:
The story is of an ex-nurse, who used to work and later resorted to alcoholism and became
sick. During interaction with her, I came to know that she had a family and was now
completely alone and depressed. She became abusive at the care home and often misbehaved.
Her behavior was becoming a problem for other nurses and health care providers at the care
home. The medium used for this touchpoint was conversing and the emotional experience
was very depressing.
What, if anything, could have been different? What have you learned from this
Touchpoint experience?
The patient who was an ex-nurse could have been provided appropriate care which could
have allowed her to recover. The entire experience would have been different, in case
someone listened to the patient experience and counseled her beforehand.
The touchpoint experience allows the storyteller to go beyond bland statements. It allows
understanding emotions from their own point of view. It provides a concept to support the
patient and bring about more staff involvement for overall service improvisation. It helps in
to understand the key assumptions that matter to the patient and provides affirmation that
little things get noticed. It allows visualizing the positive and bringing immediate benefits to
the storyteller. It allows highlighting practical changes which can benefit similar case
handling with future patients.
What factors influenced (helped or hindered) your experience / Emotional Touchpoint?
How will you positively use or deal with these factors in the future to develop your
nursing practice (as linked to the development of courage as a character trait)? How
will you use this Touchpoint experience to develop your future nursing practice?
The factor that hindered my experience was unable to talk to the patient for a prolonged time
period. I was exposed to the patient for a minimum time period and did not have sufficient
Emotional Touchpoint that could help me in understanding or assimilating the patient's
2