Cynthia Persily, PhD, RN, FAAN
Dr. Persily is the CEO of Highland Hospital in Charleston, WV
Yesterday, one of our Program Managers, Pamela Snyder, forwarded me a message left for her by one of our patients who had been discharged. In her message to me, she said she wanted to forward the message because she was so proud of her staff. As well she should be! The patient reported being in our hospital for a few days, and how much the staff and doctors helped to sort out the problems the patient was experiencing. The patient reported that he would highly recommend our hospital to anyone who needed our care, and he was so thankful to our staff for their care. Bravo to everyone on our team who made this patient’s experience a positive one at a difficult time in his life!
Hearing compliments from our patients is so important for all of us. So many times, especially in my position, I only hear the bad—the patient who had a less than satisfactory experience and is rightfully complaining–the staff member who didn’t follow a policy and is being recommended for disciplinary action—and the normal problems that come from operating an organization 24 hours a day, 7 days a week. Hearing a satisfied patient express their satisfaction to us makes all of the rest bearable.
Compliments brighten all of our days. Compliments let us know that what we are doing means something to the person receiving our care. But, we are not doing what we do just for compliments. We are doing what we do at our Highland companies because of our values and because it is the right thing to do for people in our community who are entrusted to our care. As I talked to our new employees today, and reviewed our values with them, I was able to share this patient’s compliments. Our values of quality care, patient centered care, and ethical treatment for all surely came into play as we provided superior services for which our patient was extremely grateful.
Mark Twain said “I can live for two months on a good compliment”. Hear, hear! We are proud of the services we provide, and I for one will remember to compliment our staff more on the excellent care that they provide every day of the year!