In our world where we focus so much on process, tasks, productivity, and efficiency, sometimes it is easy to forget what matters most to our patients. While we strive to meet their needs smoothly and efficiently here is what our patients most remember.
The nurse who cried with me as I held my baby for the first time …
The registrar who greeted me as if I was the only one she was expecting…
The food service worker who opened my milk carton because he could see I did not have the strength…
The lab person who showed empathy when she had to cause pain…
The nursing assistant who brought me that warm blanket…
The physician who came back that day to talk with my family…
The care manager who patiently guided me while I made tough decisions…
The therapist who gently encouraged me when I thought I could not take one more step…
The housekeeper who chatted with me as she cheerfully cleaned my room…
The manager who calmed my anxiety…
The pharmacist who explained my medication…
The x-ray tech who held my hand as the dye was injected…
The volunteer who walked me to the emergency room to find my injured child…
The maintenance man who oiled the door hinge that kept me awake…
The administrative assistant who made sure they called me “Patty” instead of Patricia
ALL of the people who never forgot that I was a person and not a diagnosis…..
This is what you do every day. These things are what create memorable moments for our patients.Do not forget: No role is unimportant. No interaction is insignificant.
Whenever you are discouraged or tired, try to remember what a huge difference you make in the lives of our patients and their loved ones.
Thank you for all you do. Thank you for how well you do it.
Patsy Engel RN, BSN
Director of Operations, Theda Clark Medical Center and Appleton Medical Center
