February 6th, 2009
Say what you mean and do what you say … touched and inspired by words of support.
("Everyone can shave a little if they have to...")
Just prior to Christmas 2008 we held special Colleague forums at ACH. Usually, every month for the last 12 years, I have held communication forums through which I update the staff and anyone who works or volunteers at the hospital can ask me questions.
The intent of this special forum was for me to ask people to be conservative in their personal spending as well as watch our hospital expenses. I wanted to share my concerns that 2009 and 2010 may be tough years as we try and turn our economy around. I really didn’t want to have layoffs in the future and wanted to let everyone know that we may need to take actions that would affect people’s incomes, in order to keep Colleagues employed through the tough times ahead.
Personally I told them --as a leader who might be asking them to take time off each month (without pay)-- that I would begin January 1st by voluntarily reducing my income by just under 7%.
We will watch our monthly performance and I will first ask management to take off one day per month. I will give them 30 days notice of putting that into effect. I wanted all staff members to know that leadership needed to step up.
The above is just one example of what we may have to do in 2009. I also stressed that this is a great time of opportunity for us, as well, because of the culture in our organization and the way we practice. We need to be thankful for every time a patient or customer chooses us and puts their faith in our hands with regard to their healthcare needs.
Several weeks after this presentation I was deeply touched by a message I received from one of our Colleagues. They told me they appreciated my actions and they, too, wanted to help. This Colleague makes around $20,000 per year and told me that "everyone can shave a little here and there if they have to," so they wanted to give back $50/month. They said how very much they appreciated their job here and felt they needed to help. too. I told them when the time comes I will take them up on their offer but for the time being, hold off.
As I was writing this blog today I was interrupted by a call from one of our outpatient guests…more to come tomorrow.
Stan
Thursday, February 5, 2009
A Look Back, A Look Forward; Some Old & Some New
February 5th, 2009
2007 and 2008 have proven to be very challenging years for hospitals and health systems, particularly for those with variable rate municipal bonds and for those seeking access to new capital to continue to replace and upgrade equipment and facilities.
In 2007 the phrase "sub-prime" took on special meaning as many of the risks associated with variable financing that had never previously occurred -- actually happened. For some, interest rates on millions of dollars worth of debt hit double digits (in some cases, going as high as 20%). Fortunately for us at ACH, our rates (not quite) doubled from 3.5% to over 6% and only for about four months. Again in October 2008, for only 9 days, our rates hit 9% and then returned to normal. While many organizations were fully invested in the market, we have been financially conservative (earning our 4-7%) and we have learned to operate on what we make. So, while the market has been devastating to others, we were very fortunate to complete our new campus in 2006 and avoid huge losses in the market in 2008.
I remain optimistic about our future for several reasons:
First and foremost is the spirit of cooperation with our medical staff in terms of finding new ways to support each other and to serve our patients even better. We know in the future there will be shortages of primary care physicians and we have been able to recruit three additional family doctors to serve in Louisville, Alliance, and in new markets to our north. In addition, we have signed two new radiologists and will have, for the first time in a while, a total of three serving our community. We have a great team of dedicated colleagues and volunteers who exemplify the meaning of patient-centered care every day. Below are summaries of some comments from patients or their families that were received before I started my Blog, as well as some very recent ones from this past fall and our winter season:
OLDER SUBMISSIONS ~
A pat on the back, a hug and a handshake, who could ask for more…
One of our colleagues was seen walking an elderly gentleman to the lobby. Another colleague overheard the patient say, "You’ve been very kind to me. Thank you so much.” As usual our colleague asked “Is there anything else I or a fellow colleague can do for you?” The patient said no, but as they left he patted our colleague on the back, hugged him and then shook his hand. I was wondering what he might say about his health caring experience, but didn’t have to wonder long because as he was leaving he was already sharing his story with his wife.
A touching moment...
Dear Stan:
I had to write and tell you about a touching moment I had with an elderly gentleman that I discharged from PCU. Before he left the floor, he told me he received excellent care here and that all the nurses were excellent. He wanted me to pass on those words to all the PCU staff. He requested accompaniment down to his car, so I went with him and his two daughters to the car. As he was getting in I shook his hand and thanked him for letting us take care of him and how much we appreciated the opportunity. He looked at me sort of funny and then asked him why I would thank him? I told him that of all the hospitals in the area, he chose Alliance Community Hospital to provide his care. He took my hands(he had tears in his eyes) and he said, "I never looked at it like that, but that is a sweet thing to say and now if I ever need care Ill be back for sure.” Now I know I will not forget to say thank you to my patients.
A donation…December 23, 2004...
Dear Stan,
The enclosed check is in appreciation for the wonderful care I received from your exceptional staff during my recent stay at ACH. Enclosed was a very generous donation to our Foundation.
Health Caring Nurse...
"Kudos to the health caring nurse who [probably didn’t see me observing her as she greeted the person she was caring for with a warm and friendly, "Hi Mrs.____., I am here to help you with your medications." All I saw was an individual who had so much to do on a very busy floor, yet gave an impression of not being rushed at all. She stayed by the bedside and sat for a very brief moment, her patient smiled and thanked her and in the next moment she was off to take care of someone else. How you do things sure does make a difference."
The following was presented to our colleagues early on in our Planetree journey and judging from the comments above, it is the way most of us choose to practice each and every day...
Your Role (As a Member of the ACH Team) is to Create a Great Health Caring Experience;
Find that next right answer to do the extraordinary for just one person, be it a patient or by assisting a fellow colleague
I. All of our patients expect good clinical care.
They come to us because they or their physician have determined they need to be in a safe, comforting environment to receive more medical information or treatment.
II. What most patients are not expecting, and it is surprising how few hospitals still don’t provide them, are the simple courtesies of our five Health Caring Standards:
· Acknowledge their presence in a warm and friendly way
· When appropriate, address by name
· Provide a friendly, timely and comforting discharge or departure
· Thank them for allowing us to care for them
· And most important of all asking them, “Is there anything I or a fellow colleague can do for you?”
III. Think of your role at ACH as a cast member in a play that performs three performances every day, 365 days a year. You have been selected because you possess job skills and knowledge to perform in that role. Every day you’re blessed with an audience; many are new and some audience members are returnees. The best actors on Broadway do what they do each and every day … create special moments - they take their daily routine, which they do over and over again, and make it special over and over again for every audience. Each one of us possesses special talents to go with our job knowledge and skills. Your role is to find a way to express this talent either in your job or on a Planetree Caring Committee and to do something extraordinary for at least one patient/customer or guest a day.
Thanks to all who are making a difference each and every day.
-Stan
MORE RECENT SUBMISSIONS ~
Missed meal...
This past fall, one of our patients was very disappointed the afternoon of their discharge. When asked why they responded that "my favorite meal was ordered for dinner and now I will miss it." Speaks pretty highly regarding our nutritional services department. When our supervisor in the department found out, they contacted the husband and wife and arranged to have their favorite meal delivered to their retirement villa several miles out of town a week later. Now that is service the ACH way.
Jan. 19th, 2009...
Mr. Jonas:
This is a belated and remiss thank you and kudos to all your staff that served my wife and me last June. Carol, one of the nurses and Dr. P. our physician, especially. At any rate, we were continually amazed at the service from each and every department. The office and financial staff answered all our questions about costs and (in advance) worked out a pay schedule. Pre-op informed of what was going to happen and answered our questions very patiently. Jennifer met us in the lobby and was very sympathetic and helped ease our anxieties. Nursing and the therapists were attentive and gentle, yet assertive with their expertise and still flexible in working with us. The chapel, outdoor gardens and lobbies were peaceful. Our room was clean and full of amenities. And yes, the cafeteria food was diverse, well prepared and delicious. Of all the services (and perhaps the most surprising) welcome was the Concierge service. The concept of welcoming and orienting the clients could not have been executed more faithfully. Our stay exceeded our expectations in every way and could not have been better. The quality and depth of your facility’s mission was evident in every aspect of the facilities and services. We have raved about our exceptional experience that eased a health crisis into a very good and memorable time of challenge. Please pass this thanks on to all.
Cardiac Team...
I am writing to compliment two members of your Cardiac Rehabilitation Team, Kelly and Dave. My interaction with them has been very positive and I wanted to make sure you knew how important they have been. Kelly’s sincere interest in my personal medical situation put me at ease…She went out of her way to explain details…her medical knowledge was impressive…Dave was awesome when it came to the physical aspect…thanks to his personal attention I was able to stop all pain meds within a month and am now pain free…they genuinely practice “quality patient care” in every aspect of what they do.
Sincerely,
B.
Dear. Dr. M:
First of all, I just want to say thank you. I deeply appreciated your expertise and good judgment. Would you also thank your associate Dr. H. for he helped me assuage my fears by his kindness… overall my experience at Alliance Community Hospital was 5-star…a wonderful staff.
From G.M.:
Don’t want to name any one person since everyone has been great! You know, (I had)an experience many years ago was not that favorable but I must say I can’t find one thing to complain about…you can always improve something but this visit and stay has just been great.
From J and M:
My husband was scheduled for a knee replacement in October. We arrived at the hospital at 6am and were met by Jennifer and you thought we were checking into a 5 star hotel not a hospital! J’s room was 373 and the nursing staff was wonderful, Lois, Natalie, Emily, and Debra. All the CT’s were great. You would have thought these ladies were family instead of someone assigned to take care of you. It didn’t matter what you asked they always took time to answer and help. If I ever need another hospital visit I wouldn’t hesitate to come back or recommend your facility.
An anonymous call...
Please thank big time Bob, John, Kristen, Cathy, Tiffany and Gail! (Although the caller didn't identify an area, my guess is this person was referring to therapy services.)
There's a slice of the kind of feedback we've been receiving.
Thanks team,
Stan.
2007 and 2008 have proven to be very challenging years for hospitals and health systems, particularly for those with variable rate municipal bonds and for those seeking access to new capital to continue to replace and upgrade equipment and facilities.
In 2007 the phrase "sub-prime" took on special meaning as many of the risks associated with variable financing that had never previously occurred -- actually happened. For some, interest rates on millions of dollars worth of debt hit double digits (in some cases, going as high as 20%). Fortunately for us at ACH, our rates (not quite) doubled from 3.5% to over 6% and only for about four months. Again in October 2008, for only 9 days, our rates hit 9% and then returned to normal. While many organizations were fully invested in the market, we have been financially conservative (earning our 4-7%) and we have learned to operate on what we make. So, while the market has been devastating to others, we were very fortunate to complete our new campus in 2006 and avoid huge losses in the market in 2008.
I remain optimistic about our future for several reasons:
First and foremost is the spirit of cooperation with our medical staff in terms of finding new ways to support each other and to serve our patients even better. We know in the future there will be shortages of primary care physicians and we have been able to recruit three additional family doctors to serve in Louisville, Alliance, and in new markets to our north. In addition, we have signed two new radiologists and will have, for the first time in a while, a total of three serving our community. We have a great team of dedicated colleagues and volunteers who exemplify the meaning of patient-centered care every day. Below are summaries of some comments from patients or their families that were received before I started my Blog, as well as some very recent ones from this past fall and our winter season:
OLDER SUBMISSIONS ~
A pat on the back, a hug and a handshake, who could ask for more…
One of our colleagues was seen walking an elderly gentleman to the lobby. Another colleague overheard the patient say, "You’ve been very kind to me. Thank you so much.” As usual our colleague asked “Is there anything else I or a fellow colleague can do for you?” The patient said no, but as they left he patted our colleague on the back, hugged him and then shook his hand. I was wondering what he might say about his health caring experience, but didn’t have to wonder long because as he was leaving he was already sharing his story with his wife.
A touching moment...
Dear Stan:
I had to write and tell you about a touching moment I had with an elderly gentleman that I discharged from PCU. Before he left the floor, he told me he received excellent care here and that all the nurses were excellent. He wanted me to pass on those words to all the PCU staff. He requested accompaniment down to his car, so I went with him and his two daughters to the car. As he was getting in I shook his hand and thanked him for letting us take care of him and how much we appreciated the opportunity. He looked at me sort of funny and then asked him why I would thank him? I told him that of all the hospitals in the area, he chose Alliance Community Hospital to provide his care. He took my hands(he had tears in his eyes) and he said, "I never looked at it like that, but that is a sweet thing to say and now if I ever need care Ill be back for sure.” Now I know I will not forget to say thank you to my patients.
A donation…December 23, 2004...
Dear Stan,
The enclosed check is in appreciation for the wonderful care I received from your exceptional staff during my recent stay at ACH. Enclosed was a very generous donation to our Foundation.
Health Caring Nurse...
"Kudos to the health caring nurse who [probably didn’t see me observing her as she greeted the person she was caring for with a warm and friendly, "Hi Mrs.____., I am here to help you with your medications." All I saw was an individual who had so much to do on a very busy floor, yet gave an impression of not being rushed at all. She stayed by the bedside and sat for a very brief moment, her patient smiled and thanked her and in the next moment she was off to take care of someone else. How you do things sure does make a difference."
The following was presented to our colleagues early on in our Planetree journey and judging from the comments above, it is the way most of us choose to practice each and every day...
Your Role (As a Member of the ACH Team) is to Create a Great Health Caring Experience;
Find that next right answer to do the extraordinary for just one person, be it a patient or by assisting a fellow colleague
I. All of our patients expect good clinical care.
They come to us because they or their physician have determined they need to be in a safe, comforting environment to receive more medical information or treatment.
II. What most patients are not expecting, and it is surprising how few hospitals still don’t provide them, are the simple courtesies of our five Health Caring Standards:
· Acknowledge their presence in a warm and friendly way
· When appropriate, address by name
· Provide a friendly, timely and comforting discharge or departure
· Thank them for allowing us to care for them
· And most important of all asking them, “Is there anything I or a fellow colleague can do for you?”
III. Think of your role at ACH as a cast member in a play that performs three performances every day, 365 days a year. You have been selected because you possess job skills and knowledge to perform in that role. Every day you’re blessed with an audience; many are new and some audience members are returnees. The best actors on Broadway do what they do each and every day … create special moments - they take their daily routine, which they do over and over again, and make it special over and over again for every audience. Each one of us possesses special talents to go with our job knowledge and skills. Your role is to find a way to express this talent either in your job or on a Planetree Caring Committee and to do something extraordinary for at least one patient/customer or guest a day.
Thanks to all who are making a difference each and every day.
-Stan
MORE RECENT SUBMISSIONS ~
Missed meal...
This past fall, one of our patients was very disappointed the afternoon of their discharge. When asked why they responded that "my favorite meal was ordered for dinner and now I will miss it." Speaks pretty highly regarding our nutritional services department. When our supervisor in the department found out, they contacted the husband and wife and arranged to have their favorite meal delivered to their retirement villa several miles out of town a week later. Now that is service the ACH way.
Jan. 19th, 2009...
Mr. Jonas:
This is a belated and remiss thank you and kudos to all your staff that served my wife and me last June. Carol, one of the nurses and Dr. P. our physician, especially. At any rate, we were continually amazed at the service from each and every department. The office and financial staff answered all our questions about costs and (in advance) worked out a pay schedule. Pre-op informed of what was going to happen and answered our questions very patiently. Jennifer met us in the lobby and was very sympathetic and helped ease our anxieties. Nursing and the therapists were attentive and gentle, yet assertive with their expertise and still flexible in working with us. The chapel, outdoor gardens and lobbies were peaceful. Our room was clean and full of amenities. And yes, the cafeteria food was diverse, well prepared and delicious. Of all the services (and perhaps the most surprising) welcome was the Concierge service. The concept of welcoming and orienting the clients could not have been executed more faithfully. Our stay exceeded our expectations in every way and could not have been better. The quality and depth of your facility’s mission was evident in every aspect of the facilities and services. We have raved about our exceptional experience that eased a health crisis into a very good and memorable time of challenge. Please pass this thanks on to all.
Cardiac Team...
I am writing to compliment two members of your Cardiac Rehabilitation Team, Kelly and Dave. My interaction with them has been very positive and I wanted to make sure you knew how important they have been. Kelly’s sincere interest in my personal medical situation put me at ease…She went out of her way to explain details…her medical knowledge was impressive…Dave was awesome when it came to the physical aspect…thanks to his personal attention I was able to stop all pain meds within a month and am now pain free…they genuinely practice “quality patient care” in every aspect of what they do.
Sincerely,
B.
Dear. Dr. M:
First of all, I just want to say thank you. I deeply appreciated your expertise and good judgment. Would you also thank your associate Dr. H. for he helped me assuage my fears by his kindness… overall my experience at Alliance Community Hospital was 5-star…a wonderful staff.
From G.M.:
Don’t want to name any one person since everyone has been great! You know, (I had)an experience many years ago was not that favorable but I must say I can’t find one thing to complain about…you can always improve something but this visit and stay has just been great.
From J and M:
My husband was scheduled for a knee replacement in October. We arrived at the hospital at 6am and were met by Jennifer and you thought we were checking into a 5 star hotel not a hospital! J’s room was 373 and the nursing staff was wonderful, Lois, Natalie, Emily, and Debra. All the CT’s were great. You would have thought these ladies were family instead of someone assigned to take care of you. It didn’t matter what you asked they always took time to answer and help. If I ever need another hospital visit I wouldn’t hesitate to come back or recommend your facility.
An anonymous call...
Please thank big time Bob, John, Kristen, Cathy, Tiffany and Gail! (Although the caller didn't identify an area, my guess is this person was referring to therapy services.)
There's a slice of the kind of feedback we've been receiving.
Thanks team,
Stan.
Monday, August 4, 2008
Phone Call
I just returned a phone call to the husband of a recent patient and found that you can learn a lot from the way people describe their experiences. According to the caller, he and and his wife are new to Ohio and they have visited hospitals in many other areas. Here’s what they had to say about Alliance Community Hospital:
“Wonderful stay, keep it up. Don’t know what you are doing but the caring attitude from groundskeeper and maintenance crew to everyone we met…made us feel like we were in a hotel. And that one male nurse on PCU--he was really concerned and caring and so attentive…Usually (in a hospital setting), you find someone having a bad day-we never did. We will be writing a letter to the colleagues here.”
I look forward to hearing more from them.
Talk with you soon-
Stan
“Wonderful stay, keep it up. Don’t know what you are doing but the caring attitude from groundskeeper and maintenance crew to everyone we met…made us feel like we were in a hotel. And that one male nurse on PCU--he was really concerned and caring and so attentive…Usually (in a hospital setting), you find someone having a bad day-we never did. We will be writing a letter to the colleagues here.”
I look forward to hearing more from them.
Talk with you soon-
Stan
July 28th Note
Well, I certainly can’t say it any better than was stated in a note written to me on July 28th by one of our patients. It read:
“Thank you so very much for your services. Joann in out-patient is AWESOME!! Our time at Alliance Community has been above and beyond our expectations. Dr. Mitchell and Dr. Hudzik are the best! Again thank you ACH team.”
Thanks for taking the time to share-
Stan
“Thank you so very much for your services. Joann in out-patient is AWESOME!! Our time at Alliance Community has been above and beyond our expectations. Dr. Mitchell and Dr. Hudzik are the best! Again thank you ACH team.”
Thanks for taking the time to share-
Stan
Monday, July 28, 2008
Happy Birthday to Me!
Today is my birthday…and aside from getting many birthday wishes I received two great compliments regarding our Colleagues and the caring Planetree environment and great services we provide. What a nice present; way to go team!
First up, another compliment for our Therapy team. Whatever they are doing in Therapy Services, it seems a week doesn’t seem to go by in which someone calls me to talk specifically about Therapy Services and their very special team.
1) Therapy…
A Therapy patient called in today to discuss what a wonderful experience she had in our Therapy department. “Everybody was so nice & friendly. Thank you!” she said.
Secondly, I got a visit from a Colleague regarding Planetree.
2) So Proud to Work at ACH…
One of our Colleagues came in to talk to me about how proud she is of our hospital and how much she enjoys working here. She said her mother is a currently a patient at another local hospital and she cannot believe how unfriendly the staff is. Some of her comments included, “They do not offer to open doors or assist you in anyway as we do at ACH. The food is terrible and the hospital is dirty.” She went on to say that her mother commented, “These rooms need cleaned.” The Colleague said that the room her mother is in is a makeshift ward with two beds stacked atop each other. “You can hardly get through they are crammed so close together. The staff does not pay attention to patients,” she said, noting that one day her mother needed to get up but nobody would help, so her mother was trying to get out of bed by herself. This Colleague said she spends a lot of time at the hospital with her mother because she does not feel safe leaving her there alone, adding that when her mother was a patient at ACH she never worried about leaving her.
Is our hospital better because of Planetree? Absolutely, because our Colleagues practice in a way that makes all of us proud to be on the ACH team.
Thanks for making my day a great one.
Stan
First up, another compliment for our Therapy team. Whatever they are doing in Therapy Services, it seems a week doesn’t seem to go by in which someone calls me to talk specifically about Therapy Services and their very special team.
1) Therapy…
A Therapy patient called in today to discuss what a wonderful experience she had in our Therapy department. “Everybody was so nice & friendly. Thank you!” she said.
Secondly, I got a visit from a Colleague regarding Planetree.
2) So Proud to Work at ACH…
One of our Colleagues came in to talk to me about how proud she is of our hospital and how much she enjoys working here. She said her mother is a currently a patient at another local hospital and she cannot believe how unfriendly the staff is. Some of her comments included, “They do not offer to open doors or assist you in anyway as we do at ACH. The food is terrible and the hospital is dirty.” She went on to say that her mother commented, “These rooms need cleaned.” The Colleague said that the room her mother is in is a makeshift ward with two beds stacked atop each other. “You can hardly get through they are crammed so close together. The staff does not pay attention to patients,” she said, noting that one day her mother needed to get up but nobody would help, so her mother was trying to get out of bed by herself. This Colleague said she spends a lot of time at the hospital with her mother because she does not feel safe leaving her there alone, adding that when her mother was a patient at ACH she never worried about leaving her.
Is our hospital better because of Planetree? Absolutely, because our Colleagues practice in a way that makes all of us proud to be on the ACH team.
Thanks for making my day a great one.
Stan
Friday, July 25, 2008
Calls from Patients and Guests
I am always amazed at how many calls I receive from our patients and guests. Most just want to let us know how much they appreciated a special moment that had been created for them (through the compassion of our staff) or to voice appreciation for a response they received from one of our Colleagues or physicians.
There a few calls expressing dissatisfaction. They are usually surprised that they can get the CEO on the phone so easily and they also appreciate the knowledge that our staff receives feedback from me in order to improve processes and/or better handle a patient’s or guest’s specific needs. Here is a recap of comments from a call I received today:
“Just received a call; ER was very busy. Patient knew she was bottoming out and requested OJ; something she usually kept with her. Without hesitation one of the staff members immediately responded and genuinely seemed glad to help. They were busy with so many others and just wanted to express thanks for this moment. It was an act of kindness and service she felt should not go unrecognized. Sometimes it is just the little things that can mean so much. Way to go team. It says a lot about practicing in a Planetree Hospital.”
Stan
There a few calls expressing dissatisfaction. They are usually surprised that they can get the CEO on the phone so easily and they also appreciate the knowledge that our staff receives feedback from me in order to improve processes and/or better handle a patient’s or guest’s specific needs. Here is a recap of comments from a call I received today:
“Just received a call; ER was very busy. Patient knew she was bottoming out and requested OJ; something she usually kept with her. Without hesitation one of the staff members immediately responded and genuinely seemed glad to help. They were busy with so many others and just wanted to express thanks for this moment. It was an act of kindness and service she felt should not go unrecognized. Sometimes it is just the little things that can mean so much. Way to go team. It says a lot about practicing in a Planetree Hospital.”
Stan
Wednesday, July 16, 2008
It has been a while...
It has been a while so my last sign off …..”talk to you soon” was a bit of a long stretch.
Today we welcomed Brenda, Tamara, Brooke, Terry, Sue, Casey and Kelly as new Colleagues to Alliance Hospital. Three members of the group shared their thoughts about working at ACH. What was great to hear is that one of them will drive more than 30 miles to work --passing several of our competitors’ facilities along the way-- because she wants to work in a Planetree environment. Another was drawn here because she did some of her training at our place and really appreciated the mentoring and support of her preceptors. The third said she was glad to be at ACH because she had heard so much about us from friends who enjoy working here. I enjoyed my time as a presenter during the new Colleague general orientation process and discussing our dreams and the expectations for our organization with these newcomers.
As part of my presentation this morning, I discussed the importance of listening to our customers. Interestingly enough, immediately following my presentation I received a call from the wife of a recent patient. Part of the call had to do with the rudeness of one of our staff members, but the majority of the call was very positive. The caller asked me, “How do you find such wonderful people to work here?” The more I thought about it, I remembered what our new Colleagues were telling me this morning about why they came here. People join us because they know they will have the freedom to practice their passion in a proud manner – or because they know that coming here will afford them an opportunity to learn and grow -- and possibly find new passions upon which to build their strengths.
The caller ended our conversation by saying that what disappointed her husband the most during his stay here was that he was not able to stay for dinner the day he was discharged -- because he really loves our food and was looking forward to what he had ordered for dinner! Hopefully sometime soon he and his wife will just drop by for dinner since our Café restaurant is one of the best choices for a great meal at a great value in this area.
Better sign off with a thank you for listening.
Stan
Today we welcomed Brenda, Tamara, Brooke, Terry, Sue, Casey and Kelly as new Colleagues to Alliance Hospital. Three members of the group shared their thoughts about working at ACH. What was great to hear is that one of them will drive more than 30 miles to work --passing several of our competitors’ facilities along the way-- because she wants to work in a Planetree environment. Another was drawn here because she did some of her training at our place and really appreciated the mentoring and support of her preceptors. The third said she was glad to be at ACH because she had heard so much about us from friends who enjoy working here. I enjoyed my time as a presenter during the new Colleague general orientation process and discussing our dreams and the expectations for our organization with these newcomers.
As part of my presentation this morning, I discussed the importance of listening to our customers. Interestingly enough, immediately following my presentation I received a call from the wife of a recent patient. Part of the call had to do with the rudeness of one of our staff members, but the majority of the call was very positive. The caller asked me, “How do you find such wonderful people to work here?” The more I thought about it, I remembered what our new Colleagues were telling me this morning about why they came here. People join us because they know they will have the freedom to practice their passion in a proud manner – or because they know that coming here will afford them an opportunity to learn and grow -- and possibly find new passions upon which to build their strengths.
The caller ended our conversation by saying that what disappointed her husband the most during his stay here was that he was not able to stay for dinner the day he was discharged -- because he really loves our food and was looking forward to what he had ordered for dinner! Hopefully sometime soon he and his wife will just drop by for dinner since our Café restaurant is one of the best choices for a great meal at a great value in this area.
Better sign off with a thank you for listening.
Stan
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