Author and professor, Leo Buscaglia, said “Too often we underestimate the power of a touch, a smile, a kind word, a listening ear, an honest compliment, or the smallest act of caring, all of which have the potential to turn a life around.” This week’s Hugh Chatham Way Highlight is inspired by letters received from family members of a recent patient, acknowledging the exceptional care, professionalism, and compassion on display throughout their loved one’s care experience. Join me in celebrating the Emergency Department, Third Floor, and ICU teams along with all who support care in and beyond these areas. I think the best way to share this praise is to share excerpts from the family’s letters with you.
“I wanted to drop a note of thanks to you and your amazing team regarding the care of my uncle, who was recently in a room on the third floor. I spent most of the day at his bedside on a Friday during his stay. During that time I spoke with multiple caregivers including CNAs, nurses, radiology techs, the case manager, unit secretary, and a respiratory therapist passing by in the hallway. At every encounter, from the person at the entrance who gave me and my brother our Covid screening and directions, to the team in the cafeteria at lunch, to random coworkers in the elevator – I was absolutely blown away by the friendliness, professionalism, offers to assist, and cheerful demeanor that all of your teams displayed. The positive and helpful culture of your hospital is incredible. Everywhere I went (room, halls, cafeteria, elevators, restroom) was clean and orderly as well. His caregivers were attentive, kind, and gentle. They checked on us multiple times throughout the day to see if we needed anything and responded immediately to any request. I wish I had taken notes of all the names; but each and every person we spoke with was wonderful. They also did an amazing job keeping us updated with phone calls while we were not there. Living three hours away, it was a great relief to have such strong communication. I left on that Friday afternoon knowing that my uncle was in great hands. You have a culture of care that every hospital in the nation would be proud of and strive for. Thank you for all that you are doing for your community and the patients you care for.”
-“Mr. T. W.”
“I brought my uncle to your ER recently. I live about three hours away and visited him, with my brother. My brother and I have health care Power of Attorney for him and thus I was in almost daily contact with your hospital personnel. My brother, who is a hospital administrator (president of another hospital in NC), and I were impressed with the exemplary care he received which included the ER, ICU, and 3rd floor. EVERYONE from the people at check-in, to nurses, PA, doctors, and the case managers were so polite, courteous, and professional. It made it so much easier to be a few hours away knowing he was getting such care. I know these people have very difficult jobs but it is apparent that quality patient care is a culture at this hospital. Again, SINCERE THANK YOU!”
-“Mr. M. W.”
It is hard to describe how proud such acknowledgements make me to be your colleague. One thing is clear – our people on the front lines of care, and in roles supporting what we do, are the difference. YOU are the Hugh Chatham experience. You may remember the Dr. Seuss book, “Oh, the Places You’ll Go!” Through letters like these, our patients and their loved ones exclaim, “Oh, what a difference you made for me and the community at large!” Know this, and know that you are deeply appreciated for all that you do.