June 14, 2006

What Makes You Proud?

This is a story with an action step...Try not to read the page alone, but read it together with at least one other employee...and then discuss the two questions at the end.
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For Mike, the answer to that question has always included affirmation from his boss, raises, promotions, awards, and the like. Not any more.

The change began when Carolyn was admitted to the hospital where Mike was CEO. Cancer had found another victim, and in Carolyn's case, no part of the diagnosis was encouraging.

Since Mike's hospital is a 100-bed family care center, and since it is located in a small community, everyone quickly learned of Carolyn's illness. Family and community friends provided support, but it was the support of hospital employees that stood out.

Everyone treated Carolyn as if they were part of her family. Nurses came in early (off the clock) to sit beside Carolyn. Techs stayed late (off the clock and voluntarily) to care for Carolyn's kids. Her stay was marked by personalized "outside-the-box" service.

Except for one nurse who was miffed about something and chose not to care for Carolyn. She ignored Carolyn's call light. She missed regular visits and refused to give Carolyn anything more than the most basic care. Other employees noticed her actions and told the nurse manager who checked with the nurse, reviewed her situation, and escorted her from the building.

"That is not the kind of care we provide at this hospital," the manager said.

A week-and-a-half later Carolyn died.

The funeral was held at the local Baptist church where the 1,500 mourners could squeeze in. Each speaker - family, friend, pastor, neighbor - mentioned the influence hospital employees had on Carolyn and her family during those difficult weeks. After Scripture, songs, memories, and many tears, the pastor mentioned the hospital employees again and asked for "any employees in the congregation to please stand."

The 7 hospital employees who had been able to come to the service stood, and were overwhelmed by a spontaneous standing ovation.

"I have been encouraged by the recognition I have received in my job up until now," said hospital CEO Mike, "but when I heard about the standing ovation for our employees I was more proud than at any time in my work experience. We had all given our very best for Carolyn and her family. Everyone knew it, and we were all proud!"
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The questions:
How does your work improve the experience of patients at Florida Hospital?
What makes you proud to be a Florida Hospital employee?
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Our mission is "To extend the Healing Ministry of Christ." That includes giving Service - with Compassion and Respect - for every patient, every time. As Jesus would give.

Dick Duerksen
Assistant Vice President
Mission Development
Florida Hospital