Kathy Hill, the GVMH Foundation Director, shared a story with me that I thought you’d like to hear. There are two parts to the story and the first part is about a positive experience and the second part is about doing things the right way.
One of our Food and Nutrition Services staff escorted a gentleman to Kathy’s office after he’d stopped the staff member in the hall way and asked for directions to the Foundation Office(more on this story to follow). Once the gentleman found his way to the Foundation Office he shared that he and his brother are the primary caregivers for their elderly mother.
Their mother has a condition that requires her to see Dr. Pomeroy in Outpatient Surgery on a regular basis. The gentleman went on to say that if the services were not available at GVMH they would be required to travel to Kansas City instead and the trip would be very difficult for all of them but especially difficult for their mother. The family is so appreciative that the services are available at GVMH and they have been so impressed with the compassion of the outpatient surgery staff that they are planning a gift to the foundation to benefit Outpatient Surgery.
This is another example of how the great services we provide at GVMH are appreciated by those who receive our care but I think there’s more to this story worth noting.
Remember the “more on this story to follow” line I used above, well here it is. I don’t know the name of the staff person from Food and Nutrition Services who escorted the potential donor to the Foundation Office when he stopped to ask directions – so if you are that person and you are reading the blog, please let me know you’re name so I can acknowledge you and say thank you because you did the right thing.
“Walk, don’t point” is a line used by another hospital organization and I believe it fits and it’s a motto we should adopt. It would have been easy for the FANS staff person to give directions to the lost individual or point down the hall but instead she stopped what she was doing and escorted him to the right place. It’s a great example for all of us to follow.
If you walk the hospital halls enough you will run into someone who looks lost. I have faith that most staff would stop and ask the person if they need assistance and provide direction, I’m not as confident that all staff would personally escort the individual to their destination but that’s what we should do.
In the case of this story if the FANS staff member would have pointed or given verbal directions to the lost individual would he have found his way to the foundation office, would he still be willing to give a donation, is his donation larger because of his positive experience and the kindness shown by the FANS staff member???
I don’t know the answer to any of these questions and the answer doesn’t matter. What does matter is doing the right thing and the right thing is to “walk, don’t point”.