“Everyone that’s taken care of me, the whole bunch…you have very special people working here…because of all of them, they have given me a great deal of comfort and peace of mind…I am just not used to seeing that in other places I have been. This is just a very special of caring where everyone really cares.”
As CEO of this hospital, hearing comments from patients and their family members, such as the above words recently used to describe the team of health care professionals and colleagues comprising the ACH family, makes me feel proud to be part of the team.
Every so often things don’t go perfectly, but that too is what makes this place so special. Many of the colleagues I work with, including the physicians who practice here and the volunteers who give us their valuable time, are constantly talking, discussing, and listening to help us deal with all the imperfections and frustrations that our patients and guests deal must endure…for as good as we are, things happen.
Mr. James G. called this week, saying, “The ER team was great…I went to therapy for two weeks, every other day…the passion of the whole bunch taking care of me was obvious.The whole bunch was at it again in therapy.”
I thanked Mr. G. for taking the time to call me and let me know how he felt about the Colleagues caring for him.
I applaud our medical leadership because they are pushing administration and the board to be more public and proactive about Quality issues; encouraging what we do well and highlighting what we need to improve upon. They are working hard at looking at the way medical staff itself conducts it business and have embraced evidence-based medicine, which is not an easy thing to do.
Mrs. R. called to talk about her son’s therapy, saying, “We were so very happy with the services our son received. He had a terrible accident and was treated at Akron Children’s Hospital, but we wanted to be closer to home so we chose Alliance Community. Gail, Erin, Walt, Tiffany. All who called for our son worked him so hard and got him doing things we could not get him to do...he is now able to go back to school. We just felt so very welcome when we came…believe it or not but our son actually looks forward to going back and seeing his friends at therapy. A truly great experience. Thank you for giving us our son back...”
It takes a very special person to admit you could have done better, to apologize sincerely, to show that you care, to be open and honest, to want to improve, to accept constructive criticism, to hold others accountable for trying to be the best, to want to be better…to truly put the patient at the center of what we do. Because of all of you do, thank you for inspiring me to do the same.
Talk to you soon.
Stan
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