When Nonclinical Details Impact the Healthcare Experience

I was struck by a thank you note I recently received from a grateful family member of a patient who visited our Emergency Department. It caught my attention because it was not focused solely on the clinical care provided by our team, but instead also highlighted the way in which a team member went beyond their role and responsibility to help them with a non-medical issue after discharge. 

This particular person came to the Emergency Department (ED) to support their loved one. During this time, the grateful family member wrote that they appreciated the care and attention of ED nurse Shannon H., RN, noting her understanding, sympathy, and guidance. Fortunately, everything checked out fine with the patient, who was discharged at about 1:30 in the morning.  

The writer of the thank you note was understandably very tired by that time, and as he was paying for parking did not realize the pay machine was turned off when he inserted his credit card. The machine took the card but did not return it. When he went back into the ED for help, Shannon quickly came to his aid to troubleshoot the situation. Knowing he was tired, she instructed him to go home and assured him that she would stay after her shift ended so she could personally talk to the pay booth operator, and he could get his card back as soon as possible. She kept her word, staying on campus after her shift to help coordinate the safe return of his card and alleviating the stress of him having to cancel his card and request a new one. 

This behavior models our vision because it is the exact type of consideration we would want for our loved ones! This story is a reminder of the stress involved in healthcare – both for the person who is sick and the person who is there to support. They shoulder many worries, are juggling complicated information, and navigating unfamiliar places. I noted a similar sentiment in my recent blog about navigating our campus, but I believe it is so important to remember that sometimes it’s the nonclinical details – the little things we take off someone’s plate – that can make a lasting impression.  

Shannon's example was exceptional in that a nurse stayed after clocking out of her shift to help in a capacity outside of her job function. But there are a multitude of meaningful actions we can all take to make a difference, whether it means walking a patient or visitor to their destination, having a kind conversation in the hallway, or connecting someone to a resource they didn’t know about. 

What are some nonclinical actions that you think make the biggest difference in the healthcare experience? 

Thanking Our Promise Project Workers 

A DPR Construction worker appreciation event was held on August 25 to thank our construction workers and to commemorate the topping out of the concrete structure of the Promise Project’s Sandra R. Berman Pavilion (future home of our Sandra & Malcolm Berman Cancer Institute). 

During the event, we showed our appreciation for all those currently working onsite for both the Sandra R. Berman Pavilion and Louis and Phyllis Friedman Building projects. I’m so thankful to all the onsite personnel who have gotten us to this point through their hard work and commitment over the past two years. It’s been incredible to see the progress, and we couldn’t have done it without these dedicated individuals!