Our GEMS: Staff going the extra mile

Lori M., Nursing Critical Care, was at the Chili's restaurant in Richmond when another person began choking on her food. Lori immediately sprang into action. Without hesitation, she jumped up, assessed the situation, told the woman she was going to help her, performed the Heimlich maneuver, and saved the woman's life.

The family of a former hospice patient wrote: My father became acquainted with Chaplain David Daniels through his care of my mom. He went well beyond the call of duty, picking up my father at his house to take him to grief counseling after her passing. He continued to visit my dad, call, and send flowers and cards to him over the next two-plus years as his health declined. Beyond David's friendship, his ultimate act of service was leading my father to Christ. He performed my mother's and father's funeral services with excellence. No words can describe the gratitude we have for your employee and servant of Christ.

Joey H., Contact Center, received a call from a patient who said she'd be late for her appointment because the bus had dropped her off at the wrong location in a parking lot of a non-Reid facility about two miles from her provider's office. This elderly patient wasn't physically able to walk to her appointment and intended to wait an hour for the bus to pick her back up. Joey went to check on the patient and found her standing in the parking lot in the 40-degree weather alone. He introduced himself and co-worker Stephanie F. They then took the patient to the appointment, with Stephanie ensuring the patient got checked in on time. These two showed the patient the true meaning of being a Reid employee.

Jacob B., Food & Nutrition Services, arrived at a patient's home to deliver meals just as the patient was in the process of backing out of their barely plowed driveway. The patient backed into a small snow drift, got out of their car and stepped into the drift, and then stopped, afraid they might fall. Jacob quickly got out of his van and helped the patient walk up the icy driveway and into their house to put the meals away. He then helped the patient back to their car. "I'm so very appreciative of his above and beyond efforts to assure my safety," the patient said.

Lynette D., Reid Inpatient OR, went to the Gingko Boutique and bought a pair of stretchy pants with her own money for a patient who had accidently soiled her pants and didn't have an extra pair to wear.

Aubree H., Material Processing, was working on 4 East when she was approached by a patient's wife. The patient had been at the hospital for four days after having emergency surgery with another surgery still to come. The patient was wanting a Coke but the Café at Twelve Hundred doesn't sell Coke products. Aubree went to The Market on the lower level and bought four Cokes for the patient using her own money. This kind act made the wife very happy.

Heather J., Patient Continuum of Care, made a home visit to a patient who was recently discharged. The patient is blind and hadn't had any food in her home to eat in three days. Heather helped the patient apply for SNAP benefits, got her enrolled in Meals on Wheels, and then used her own money to buy food so the patient would have something to eat in the meantime.

A co-worker received news their dad was being sent to the Emergency Department by ambulance from his primary care provider. The patient was in severe kidney failure and at high risk for going into cardiac arrest. Without hesitation, Greg B., Reid EMS Ambulance, volunteered to finish the 12 hours remaining of the co-worker's shift so they could be with their father. "Thank you, Greg, for demonstrating what our normal expectations are and 'going the extra mile' beyond your regular duties to help me out," the co-worker said.

Dawn L., Pediatric Rehabilitation Services, was working with twins who had been diagnosed with failure to thrive and had been hospitalized for weight loss. After a couple visits, she noticed the infants had ties in their mouths and recommended immediate treatment. From the twins' mother: "That moment changed their lives. It saved my girls from G-tubes and saved my sanity and my marriage. They are currently thriving thanks to Dawn. When I was feeling down about the stress of my twins' diagnoses, I always felt a little better after being with Dawn. We are so blessed Dawn was placed in our lives. I owe the health of my children to her!"

On her time off, Hannah H., RHPA Administration, was visiting a family member at the hospital. As Hannah was leaving, she saw a patient who had been in a car accident and was brought to the hospital by ambulance. The patient was in pain and didn't have her phone, keys, purse, or a way home. Hannah approached the ED staff and let them know she was an employee in search of information to find a family member who could pick up the patient. Hannah then took the patient to the Reid Pharmacy and paid for her prescriptions out of her own pocket. Hannah showed so much compassion and respect for this patient and didn't leave her side until the patient's daughter was able to pick her up.

A patient's spouse called asking about a bill he'd received for his late wife. Jessica Y., Hospice OP Services, was able to help him understand the billing process. He later came into the office to thank Jessica personally for the time she took to explain everything. He expressed his gratitude over and over. He also asked to speak with her in private and asked her how he's supposed to "live life alone." Jessica -- who herself has lost a spouse -- offered suggestions, including attending the grief support groups that are part of our bereavement services. This was an A+ example of going the extra mile to support the families we serve.

Johna C., Patient Continuum of Care, went the extra mile to connect a patient to the care she needed. Johna was working with a patient who was 38 weeks pregnant and had not been seen by her OB/GYN in two months. While Johna had the patient on the phone, she called the Perinatal Navigator on her cell phone and got the patient an appointment that same day. When the patient said she didn't have gas money to get home from the appointment, Johna reached out to her team and found a resource offering a gas card that would provide enough fuel for more than one appointment. Johna left work, picked up the gas card, and took it to the OB/GYN office for the patient. The patient then was connected with a resource to help her with future transportation.