It's Still All About the Patient
March 9, 2017
Last week I was able to attend a conference sponsored by a firm that does business all across the country. Over the course of four days, I crossed paths with people from Texas, Indiana, Pennsylvania, Oregon, Arizona, North Dakota, Minnesota, Washington and even Champaign, IL.
As we spoke about our successes and challenges, the one thing we all agreed on is the continuous focus on the patient. We shared stories on the difference we make in patients' lives and how rewarding it is to us, in addition to the impact it has on the patient.
Happily, I can share two very positive patient stories that have occurred at RCH over the past few weeks.
- A truck driver from Texas became ill while he was traveling near Rochelle and presented to our Emergency Department, and was ultimately admitted to the patient floor. When he was rounded on, he shared that RCH and the care he was receiving was “top-notch” and we should win “some kind of award." He said excellent care just doesn’t seem adequate to explain the care he received.
- On a patient survey that was received recently, the patient commented that on a very cold evening the lock on her car was frozen and there was snow covering her car. She mentioned Margaret Villatoro gave her something to “un-freeze” the lock, and also gave her gloves to wear when she brushed the snow from her car. She was very grateful for Margaret’s act of kindness. Come to find out, Margaret told her to keep the gloves and wear them home. Even though this example of great service to our patients has nothing to do with the actual care the patient received, we can all imagine how this person feels about RCH. I want to thank Margaret for providing great service in a somewhat unconventional way.
We in healthcare have the privilege to make a difference in somebody else’s life, and to impact and improve the health of a community. Certainly there are other fields of work in which people feel the same way that we in healthcare do, but as I have said many times before, making a product just doesn’t seem quite as fulfilling. The experience we provide our patients is a lasting story they will take with them. We have entered a time when patients will not only develop a relationship with their provider, but also with the organization.
A few years ago when I was working at another hospital, I was on the local school board at the same time. The Administrator of the hospital and the Superintendent of the school were retiring at the same time. I wrote a letter to the editor of the local paper, which he decided to publish. In this letter I wrote about how an individual’s health and a child’s education are probably the two things people are most passionate about, and how these two gentlemen did such a good job keeping that in mind and led their organizations accordingly.
For all of us at RCH, we think about this as we go about our day taking care of patients and creating their experience. It’s definitely still all about our patients.