Feb. 24: The Secret to Patient Care is Caring for your Patients
As we continue our journey toward further growth and differentiation, we must remember that for patients to choose Banner Good Samaritan Medical Center, each aspect of their experience must be focused on caring.
It’s amazing how often 99 out of 100 steps in a patient’s care go well, but all it takes is one seemingly small gap in their care that leaves them with the feeling that they weren’t cared for at the highest level.
I am so proud of each of you as you focus not just on the tasks we go through to deliver effective, timely and efficient care, but on the "how" we care that makes a difference. Remember, these are your friends, families, and neighbors that choose Banner Good Samaritan.
I would like to share a letter I received recently about the care his daughter received at the Banner Good Sam Emergency Room. We are a place of possibilities ... thank you for your contributions!
I wanted to take a minute to write about the experience that my daughter and I had in the BGSMC Emergency Department Friday night from around 10pm to 1am Saturday, not to complain but to recognize a few people who made the experience much better for the two of us. First was Sonia in Registration, the first person we met. She was very friendly and cheerful, yet thorough and professional. After a very reasonable wait of about 10 minutes, David came to wheel her back to a room, also being very kind and professional.
Our nurse, Marianne, a visiting nurse from the Seattle area (I think she said Tacoma), got Molly settled into her bed for the examination. Marianne was very friendly and made a point to keep both Molly and I aware of each step that was being taken. Dr. Devlin did the exam and was also very communicative and informative. He diagnosed her condition as likely a simple virus and dehydration from the nausea, but since she also complained of back pain and her labs showed some blood in her urine, he ordered a CT to ensure there was no kidney infection or stones. Michael, the CT tech with a really cool John Deere tractor on his forearm in honor of his deceased grandfather, was very helpful and friendly. Really, every person we encountered was pleasant, courteous and helpful.
They really made an opportunity for anxiety turn instead to one of appreciation in which I was very impressed by their professionalism and concern.
My daughter was not seriously ill, as it turned out, blessedly, but I can say that if she had been, I was very confident that we were in the right place with the right people to address it. I wanted to be sure that those people who made the experience much more bearable got recognized, including those like you that make it work that way.
Steve Narang, MD, is the chief executive officer at Banner Good Samaritan Medical Center.