Wednesday, May 4, 2011
I Just Need Some Mayo
Could having mayo packets improve the patient experience? Clearly mayo is part of the support cast for a broader meal!
We always strive to create an incredible experience for our patients and families. Many times it comes down to the little things we do.
Yesterday, I saw a man walking around the corridors outside the nursing unit. I asked if I could help him. He looked at my name badge and I could clearly see that he felt the CEO could not help this situation! He then gave it a shot and said that he just needs some mayo packets. He was right, I was going to struggle on this one as I did not have the code to our food galley (per policy, that was ok). I went and found Kellie Israel, one of our Food & Nutrition Associates. When I asked for the code to the galley she politely said that she would get the mayo for me out of the galley (again per policy - great work Kellie).
While I waited with the man, he let me know that the care was great and his wife enjoyed the food. He just needed mayo. He then let me know that his wife was had terminal cancer and he was just trying to spend as much time with her as possible before she dies. And it hit me as I thought about it...he left her side to get the mayo which took him away from his wife. Even if just for a few minutes, I knew and could tell he wanted that time with her.
These are times that I reflect on the ability for all of us to impact the experience for our patients, families and each other for that matter.
When we find ourselves in these situations, we need to continue to mine for ways that we could improve, enhance or just change a process to get the outcomes and experience we expect.
For those of us in healthcare, we each can play a critical role in in supporting each other and supporting our patients & families. All of us have the ability to make the difference in the lives of others and each other. Just those little things that make the difference.
Posted by Scott Kashman, FACHE at 9:12 AM