Our GEMS: Staff going the extra mile

Patrice M., Central Scheduling, had scheduled a massage for herself one evening after work. She received a call from an expectant mother who wanted to schedule a massage, but it was going to be several weeks before she could get in. Without telling the patient, Patrice gave up her time so the patient wouldn't have to wait.

Lance P., Nursing Critical Care, went above and beyond, bringing a patient from 4 East to her husband's room so they could spend time together before the husband was intubated. Lance then watched over the couple while they visited. The couple's family said the effort meant the world to them.

A family member accompanying a PET/CT patient brought a pillow with him, knowing it would be a few hours before he and the patient could go home. The family member dozed off, and when he woke up, he realized Carrie R., Radiology Cat Scan, had dimmed the lights, turned down the TV, and covered him with a blanket while he slept. The family member was very appreciative and said it was care like this that would bring them back to a hospital. The family member said he couldn't put into words how much it meant to him and that it showed how much Carrie really cared.

Quick thinking on the part of Lisa R., RHPA Administration, saved a colleague from choking. Lisa successfully used the Heimlich maneuver to help a team member who began choking while on her lunch in the breakroom. Lisa took quick action and remained calm, performing the abdominal thrusts until the airway was cleared.

Kristen K. and Erin S., Nursing 5 North, helped make a special anniversary dinner happen. A patient who had been hospitalized was missing his home and family. His wife recently was admitted to the ARU, so Kristen went to the gift shop and bought flowers (yellow, his wife's favorite color) while Erin bought a card. Kristen helped the patient fill out the card to give to his wife. The couple then were able to have dinner together in her room to celebrate their 50th anniversary.

Abby C., Environmental Services, was asked if she could fix a patient's hair since other team members were unsure how to do it. Abby came right away, was very nice, and even stayed to make sure the patient's hair was to her liking. Abby took time away from her everyday routine to care for a patient who was on a different floor than her, and Abby did it all with a smile.

On his day off, Billy T., Reid Health Police Department, picked up fountain drinks for all the staff working at the Kuhlman Center COVID-19 Vaccine Clinic and insisted on paying for it himself.

Chelsi D. was working with a patient who was having a difficult time. The patient had received a new cancer diagnosis, met a new doctor and a new cancer navigator, and needed to start chemotherapy treatment soon, so she was feeling overwhelmed. Chelsi worked to accommodate the patient's schedule as best she could, rearranging it and even making a very detailed calendar so the patient would know exactly where she needed to be and when. Chelsi then called the patient and spent a lengthy amount of time explaining everything and reassuring her. At the end of the conversation, the patient couldn't thank Chelsi enough for taking the extra time to make the calendar and call her. "You've shown me the light at the end of this dark tunnel. Thank you," the patient said.

What could have been a very bad interaction instead had a very positive outcome thanks to Brian B., Reid Health Police Department, taking the time to use HEART. Brian was on the fourth floor of the hospital and noticed a male patient who was upset. The man wanted to go outside to smoke but had been told if he did so, he would have to come through the Emergency Department for readmission when he returned. Brian and another officer left when the man went back into his room. About an hour later, officers saw the man walking up the main drive to the ED after smoking. As the patient neared the ED entrance, he made a rude gesture to one of the officers before sitting down on a bench. Brian and another officer went out to talk to him, and Brian was able to develop a relationship with the man, in part thanks to their shared military backgrounds. Brian was able to explain Reid policies and why they are in place. The man listened and eventually understood the reasoning. The patient said he was waiting for his release paperwork and a ride home from his son. At that point, Brian escorted him into the ED where he could wait. The man thanked Brian several times, shook Brian's hand and wanted to apologize. When the patient's son arrived, Brian went out to talk with the man and his son, which resulted again in apologies and handshakes.

Teressa W., Emergency Services, encountered a patient who visited the ED because she was having thoughts of self-harm and depression. The patient was scared, feeling ashamed and was questioning whether she was doing the right thing. Teressa comforted her, telling the patient how brave she was, how proud Teressa was of her and that Teressa would pray for her. "This was a total stranger who completely validated that I was in the right place at the right time. I want her to know how much of an impact her interaction made not only on my stay at the hospital but on my heart. I hope everyone in a difficult situation at Reid's ED gets to experience a Teressa," the patient wrote.