When Healthcare Hits "Home"

A Daughter’s Story

I’m a grown woman-almost 50 years old. That doesn’t matter to my father who tells me I will always be his “little girl”. If Covid-19 and worrying about him being high risk wasn’t anxiety-producing enough, imagine how I felt when I got the call about a month ago. “I’m at the hospital they are admitting me,” he said. We went through the list of questions I had quickly “No, not my heart-they think it’s a blockage in my intestines”. Whew. Although, having lost my mom after a lengthy battle with cancer more than 22 years ago, I naturally fear losing my dad. 

Through my work today I have the gift of helping healthcare organizations find leaders to fulfill their respective missions.  Thankfully, I have a career that has given me some knowledge of and confidence in healthcare in the US. I’m (mostly) naturally optimistic. I called the people I knew that might help (clinician friends, administrator friends, my friend who founded the healthcare company I “grew up” in, etc.) They all helped to reduce my anxiety and assure me he was in great hands and I needed to relax and be there for my dad. 

The story has a happy ending, thankfully. I realize all are not so fortunate and my thoughts go out to those who have had challenges this year. I was relieved that I could visit, I cannot imagine what it would have been like if I could not. This latest personal experience has reminded me of things I have learned along the way: 

·      Patients and families matter most. Sometimes I think we all lose sight of that. I just hosted a roundtable discussion with leaders from diverse organizations in the sector. I was most appreciative when amid the discussion the panelists brought it back to the fundamentals of quality patient care. 

·      Communication makes a huge difference. When people are vulnerable and have limited knowledge of healthcare, it is imperative that everyone communicate at all levels. Not only the “who” (like acknowledging the patient and family, introducing themselves when they enter a room) but also the “what” (“we are doing a chest x-ray just to be sure your lungs are in good shape) but most importantly the “why” (“we are canceling your surgery today for your safety given you had a medication yesterday that could adversely impact your procedure” and “I know you are exhausted and I’ll try to be quiet while I’m cleaning your room to prevent infections”) 

·      Leadership matters. The CEO of the hospital gave me her cell phone number, checked in frequently, and visited my dad. I am lucky that I knew this amazing nurse turned CEO from many years ago. I had never met any of the Nurse Managers on 5 North but their passion for patient care and family communication was apparent in every interaction. 

·      Clinicians are in fact heroes. There were approximately 28 shift changes, 2 surgeries, and interactions with at least 10 physicians and advanced practice providers during his stay. From Hahn (his favorite nurse) to Rory, to Dr. King and Cedric (his favorite transporter who took him to and from the surgeries and procedures during the 14 days) and everyone in between I was reminded that being a clinician is a calling. Being able to interact with the people taking care of the people is an honor. 

My Dad is now home, gaining strength, and even made it to his grandson’s flag football game last weekend. A month ago, I was not sure he would ever leave the hospital. If you know someone on the front lines of healthcare, please thank them. Every day should be a day to celebrate the women and men selflessly serving in our healthcare organizations.