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This month, rather than share my own thoughts, I wanted to pass along an email I received
from Barry Marshall, our current Transplant Consultant.
“As you can imagine, given my line of work, I’ve done transplant and administrative
work in/for well over 100 hospitals and healthcare systems throughout the country.
To be honest, never having been to your facility, I made some general assumptions
of what to expect given the challenges of the market, age of the facility, etc., prior
to my arrival on-site.
You have some very strong and dedicated staff in the transplant world to be sure.
However, I wanted to tell you just how impressive I found the staff this past week
in your facility overall. I honestly had not one single negative interaction with
any single staff person I had the pleasure of speaking with. Time and time again,
I was met with nothing but “is there anything that I can do to help you” types of
interactions in every department including finance, quality, the staff that check
you in the main lobby, the cafeteria staff, environmental services staff, your assistants
within administration, and I would like to especially recognize the fantastic lady
that runs your gift shop.
I witnessed no fewer than a dozen times where a random staff member would stop and
ask someone in the hallway, if they could help them find where they were going. Today
I saw a lab tech (or someone running samples), stop in front of the elevators and
simply escorted an elderly lady on to the elevator, asked her where she was going,
pressed the button for her, wished her well and then got back off and headed down
the hallway. Under his mask, you could tell he was grinning from ear to ear and proud
to be able to help. Just a quick and simple random act of kindness.
In closing, I fully realize that you have some daily challenges that can make your
day-to-day operations difficult. But if you could bottle your culture of associate
pride and caring patient focus, the world of healthcare in this country would be much
improved. I appreciate the opportunity to have witnessed what has been accomplished
there. What a great culture in such a tough market.”
I am very proud of our entire staff and how you continue to work during trying times
to provide patient-centered, compassionate care to all who come to UHB. Thank you
for what you are all doing to improve the culture at UHB. To achieve our vision, to
be the best place to get care and the best place to give care, we need to always remember
the words of Maya Angelou;
“I've learned that people will forget what you said, people will forget what you did,
but people will never forget how you made them feel.”
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Our most recent “Great Catch” comes from Ms. Patricia Roban, T&RCNII, on NS35-NICU.
Her Great Catch not only kept her patient safe, but will help keep all our patients
safer in the future.
