A Note of Thanks

We often get calls, thank you notes, or voicemails from clients who want to share stories about the progress of their cultural transformation. They’re always a bright spot in my day because they remind me that the work my team and I are doing has meaning and can have positive impact for patients.

Here’s an excerpt of a note we received recently from a physician at a healthcare facility in the mid-Atlantic.

Following a workshop where we talk about the importance of developing an organizational True North as well as four shared Operational Priorities (centered around safety, courtesy/kindness/, expertise, and efficiency), this doctor made two phone calls to patients that he otherwise wouldn’t have. I’ll let him tell you the rest of the story.

…After the workshop,  I made two phone calls to my patients on my ride home yesterday for reasons of courtesy (billing question) and compassion (to an ill 18 year old with colitis and his mother, both of whom I directed to the ER for admission) that I otherwise would not have called (because I am not “on call”). Needless to say, both were quite surprised and really thankful, especially the mother of the 18 year old for “checking in” on her son’s progress. As a by-product, I was even HAPPIER with myself. I call this win-win. This cultural change business is real, and we all see it in our daily lives and I know it can happen here at (our organization.)

To echo the good doctor’s words, this culture change business IS real.

It’s my passion. It’s what gets me out of bed every morning. And I’m humbled and grateful to this doctor and to everyone we meet along the way as we work to improve the patient and employee experiences by elevating the human side of healthcare. Thank you for being part of this journey with me.