My first child, the first pregnancy and delivery was indeed a memorable moment for me; though my oldest child is now 25 years of age, there are key elements that are embedded in my memory from my hospital experience.
In particular, there was a woman, specifically a nurse by the name of Linda Rodriquez. I can see her face now, as she walked into my room then, so full of warmth, and so welcoming. Linda approached my bedside, held my hand, and began to talk to me in an assuring tone and excitement. You see, I had decided to be a nursing mom, and that can be both rewarding and challenging at the same time. However Linda handled me with such great care, she even called me after discharge, and every time I had a concern, I would contact her unit and she would make herself available to help me through my moment.
That was quite some time ago, but I am still telling people about Linda today. I am telling them about how she made me feel. Yes, the way she made me feel – I was valued, appreciated, I was worth helping, and she seemed glad to do it. She celebrated my birth and supported me through my challenges. Nearly every presentation I give, Linda is included in my messaging. I later became an employee in that healthcare facility, and the care, the level of engagement that I received is what I saw Linda repeat each day.
Every visit to a healthcare facility by a patient, family and even an employee is an Experience, whether good or bad. It is highly important that each of us that work in such an environment make a commitment to ensure that it is a good experience. You see the story will continue to be told in either case; however, we write the story through our interactions, our communication, both verbal and Non-verbal. I believe we can have a much greater impact on the people we encounter. I hope you will join me as I share information, opportunities, suggestions, and even some recommendations about the importance and impact of Adding Value to the Experience.
0 Comments