Whether by providing direct or indirect services to our patients, we are all united by the mission of patient care. Each of us contributes to the success of the organization through our individual effort and our teamwork. And we can measure that success. Our patient satisfaction survey tells us directly what we are doing well and where we have room for improvement. In reading the comments patients make on this survey, I continually see that it is your kindness and warmth that patients recognize, that makes one person stand apart from the rest.
Patients remember and describe the little things, the little acts of kindness.
Letters from patients and families also tell us how things are going. Often the same event can be a positive or a negative experience-how staff have interacted with the patient and family determines the outcome. Staff can ease a delay by communicating what is happening and thinking about the patient's comfort. That same delay can be frustrating and anxiety provoking when no one takes the time to update the patient or offer something to drink or eat. Our Patient and Visitor Relations staff can tell you how important these small acts are.