When INS Chief Clinical Officer, Dr. Marlene Steinheiser, PhD, RN, CRNI®, took the stage to open INS 2026, she did not only present research findings or updates to clinical practice. Instead, she shared the story of two people who have spent the last 15 years caring for one another: her in-laws, Betty and Phil.
Betty is 90. Phil is 97. Together, they live independently in a continuing-care residential community, relying on each other’s strengths to navigate the challenges of aging. Betty remains sharp and quick-witted, while Phil’s physical resilience helps support them both. As Dr. Steinheiser describes it, “together they’re a great team.”
That team faced an unexpected challenge last September.
After experiencing difficulty breathing, Phil’s physician instructed him to go to the emergency department 25 minutes away where he had cardiology privileges. At nearly the same moment, Betty began experiencing respiratory distress of her own. Within hours, both found themselves in separate emergency departments, receiving care miles apart.
As Dr. Steinheiser moved between hospitals to support them, she noticed something concerning. Both had peripheral IV catheters inserted, yet neither understood why the devices had been placed or what to expect afterward. As she later reviewed their care, she identified opportunities for improvement—not only in clinical practice, but in communication and patient engagement.
The experience prompted two important questions: What does PIVC insertion and routine care look and feel like from the patient’s perspective? What can we do as nurses and clinicians to improve patient experiences and outcomes?
For clinicians, peripheral IV catheter insertion is an everyday procedure. For patients, it can be unfamiliar, stressful, and sometimes frightening. That difference in perspective became the foundation of Dr. Steinheiser’s opening message at INS 2026.
“Peripheral IV catheter insertion is one of the most common invasive procedures performed worldwide,” she explained. “That gives us an incredible opportunity to improve both patient outcomes and patient experience.”
Phil’s story reached a pivotal moment when, after sharing his experience on video, he asked a single, impactful question.
“What are you going to do about it?”
For Dr. Steinheiser, the answer begins with education and collaboration—not only among clinicians, but with patients themselves.
She encourages clinicians to pause before every insertion and ask patients about their previous experiences, concerns, and expectations. Equally important is helping patients understand why a device is being placed and what signs of complications they should report. These simple conversations can strengthen trust, improve outcomes, and make patients active partners in their care.
The message resonated with attendees at INS 2026, many of whom shared a commitment to improving practice through patient advocacy, collaboration, and evidence-based care.
To hear the full story of Betty and Phil, including the lessons that inspired Dr. Steinheiser’s INS 2026 keynote, tune in to the INS Infusion Room podcast: https://www.learningcenter.ins1.org/p/s2e8
Their experience serves as a powerful reminder that every procedure, no matter how routine, is happening to a person—not just a patient.
