The Power of a Blanket

I was organizing clothes in my closet and I came across my memory box. In this box I place the most meaningful items friends and family have given me over the years and from time to time I open my memory box, sit and reminisce. The attached picture is a blanket in my memory box and this blanket set me on a new career path.

Early in my career I've always been drawn to processes and helping people. I volunteered at a hospital when I was a teenager, though I could only provide patients with newspapers or ice chips I thought I was doing something tremendously special everyday. My desire to ensure processes improved and people's lives were enriched continued throughout my career and I was committed to improving outcomes. I never knew I would delve deeper into the Patient Experience until the encounter with a Patient Experience ambassador and a simple blanket.

Some years ago my favorite Aunt passed away. She was in her 80's but whether or not someone is older and lived their life never diminishes your pain of missing them. My aunt became ill and I thought this was like any other sickness and she would be fine after a few days in the hospital. On a Friday night I went to see her and noticed her room was extremely cold, I was actually shivering. I was beyond concerned because she was a senior in a cold room and I thought how could anyone place her in the room, walk out of the room and not notice it was cold. I immediately reported the issue. Though it was cold I made sure my Aunt had more than enough blankets and I wrapped her like a baby bird with care, compassion and love. At that time she was coherent, we laughed and I told her while the nurse was placing medication in her IV that she would feel better soon. I told my Aunt I loved her and I left. I was apprehensive about leaving but I was assured the heat would be repaired immediately. The next day before reaching my Aunt's room I was advised the heat was not repaired until early that morning, note I left the night before around 9 pm. You can imagine the pain and hurt I felt knowing she laid in a cold room all night. Because I was focused on my Aunt and I was excited to see her I made a choice not to allow this mishap to ruin my time with my her. When I walked in her room I noticed she didn't look the same and she was not talking. I spoke with the doctors and nurses and was told she was dying. To my shock and dismay I thought how could we laugh and talk and now this? I sat at her bedside and cried at times uncontrollably. This was the Aunt who loved me, every holiday she would cook and lay out all my favorite foods on the table and she wouldn't bat an eye of I decided to eat too much. I loved her laughter, I loved visiting her and getting dressed up just to sit at the table to eat lunch, I loved her brooches and as she always told me "a lady must always have a brooch" and I loved her as a person. While I was sitting with her, there was a knock on the door, a woman introduced herself and shared that she was part of the Patient Experience team and she wanted to ensure the heat was on, she gave apologies and wanted to check on our family. She was kind but she was also serious about our comfort and well being. We briefly spoke and she asked me if I wanted a blanket, though the temperature was fine, she wanted to ensure if there was even a breeze that my Aunt would be comforted. She was attentive, engaged and seemed to be a person who wanted processes to be efficient. That brief moment allowed me to breathe knowing that someone other than me cared about my Aunt. I placed the blanket on my Aunt, she passed days later and I kept the blanket and placed the blanket in my memory box.

That encounter was career and life changing. Though again my career path was in Customer Service, Patient Service, developing and overseeing processes and exhibiting compassions and helping others in my personal life, that brief moment would open my eyes about the Patient Experience and a career change.

The Patient Experience and the Family Experience is from the moment an appointment is scheduled until the patient is discharged whether outpatient, inpatient, blood work, a doctor's visit, etc. but it encompasss so much more from parking to the gift shop to even elevator chatter. I wanted to become a part of the Patient Experience from the front lines of greeters, information desks, registration desks, check in points, call centers, housekeeping and food services. Those were the areas I knew by my encounters with my Aunt's illness and passing that could be greatly impacted by brief but meaningful encounters. Also, in honor of my Aunt and the experience I encountered I knew these were the places I wanted to work in. I have been fortunate to work for organizations and even more fortunate to work with a previous General Manager who not only supported my role but led by example when it came to the Patient Experience. Because of his commitment I was able to start a "blanket program", blankets were donated and Environmental Services team members could provide blankets to patients who may have been transitioning or family members who needed to be comforted. It was a great success and the blankets helped Environmental Services team members become a part of a patient's care from a practical level and HCAHPS scores did improve from again these brief meaningful encounters. I knew then and now that front line service workers have the ability to make that experience one that is memorable whether positive or negative and I am committed to the positive and improving the negative because it all matters.

In these times of COVID19 and before it existed Patient Experience teams are needed. Doctors, nurses, technicians, nursing assistants, etc. are up against caring for numerous patients, entering data, ensuring medications are given correctly, rooms that must be cleaned with time constraints and they need caring Patient Experience teams which will allow human to human contact with a clock that is not ticking. Patient Experience teams have the ability to walk on the journey with patients and families in a way that goes beyond surveys. They have the ability to monitor situations, change mindsets about a facility, hospital, etc. and to increase buy in. It all matters!

That blanket, the compassion, kindness and efficiency of my own experience with a Patient Experience team member and the many acts from Patient Experience team members is the driving force for Patient Care. In these uncertain times and when COVID19 is but a distant memory Patient Experience teams will need to be a part of the process from beginning to end.