I am the patient’s eyes, ears, all senses when they are asleep during the surgery. (RH OR)

We make a difference by receiving all surgeons “special requests”, processing (ordering/receiving), checking and double-checking each request to ensure everything is in order so the surgery can proceed. (UBCH OR Purchasing)

Our patients and their family are closely connected with us; we are just like family members under one big family. We collaborate with patients or their family when there is policy changes in our program so that they can adjust and continue to gain the maximum benefit from this independent home program in our hospital. (VGH Independent Dialysis Unit – Renal Program)

I visited my patient on the palliative ward and sat with her family until she passed. (VGH ICU)

Whenever a patient comes into the OR, I talk with them as I help to get them ready for their surgery. I hold their hands or shoulders as they go to sleep. I make sure to tell them that they are safe, that I have their back. (RH OR)

I came back to the hospital post-call to talk to a family about their mother’s pathology results. (VGH ICU Physician)

We do weekly huddles and invite patients and family to participate. We also have patient feedback envelope on the quality board and we review all feedback and make changes to improve care.  (VGH Uro/Gyn)

We facilitated a small wedding ceremony at the bedside for the family member of a patient, just before removing life support. The family arranged the official and the ceremony. The nurses made some simple decorations and facilitated the bride and groom coming and going with the privacy they desired. (VGH ICU)

Say kind words during induction –‘We will take care of you. Have a nice dream’ (VGH OR)

Please offer warm blankets to nervous patients. They feel less anxious and helpful for them to be relaxed. Patients are appreciating a lot. Small things make huge difference.  (VGH OR)

I was doing a case (OR) with Angela, Dr. D and Dr. S when a patient requested (by writing as he had a difficult airway) to hear a song by Jesse Cook.  Angela searched for the song and played it via Dr D’s phone as the patient drifted off.  (VGH OR)

Our program is redesigning their clinic space and we are involving patients and families in a patient journey mapping process. We’ve found that this is lengthening the process, though we appreciate how much more beneficial this will be to the patient experience moving forward.  (VGH Leukemia BMT & Hematology Program)

 “I made a difference when I was providing directions to a lost family member.  While escorting her to her destination I listened to her mother’s story and followed up with a community manager to ensure a better transition.  The family member was shocked and pleased I had followed up after an informal encounter.” (Leighanne MacKenzie VGH Director)

The most important part of patient care for me is treating the patient like my own family member. I smile warmly to welcome them to the room. I give them warm blankets and stay with them until they are asleep so the feel safe and taken care of. (RH OR)

Pizza lunch

Last week VGH ICU was awarded the pizza lunch prize for the most submissions. Their heartfelt stories demonstrated that caring about their patients is part of who they are and what they do every day.

Left to right: Nancy Desrosiers Executive director Quality & Patient Safety, Allana LeBlanc CNS, Dr. David Sweet, Dr. Mario Francispragasm, Jackson Lam PSM, Maria Estacio NUC, Carolyn Kavanagh RN, Beth Sykes PCA, Lynette Brandsma RN, Denise Foster RN, Claudette Lacasse PCC, Julia Cheung Admin Secretary, Any Palomino Admin Secretary 

This week’s winner

Congratulations to our Richmond CoC winner of the complimentary registration to the Quality Forum, Nem Grewal.

Here’s her story:

Sometimes the simple acts are all it takes to make people feel safe and that they matter…a little story :

My patient was scared. He was told he would go home that morning after two large tubes were removed from his belly, a task I would be doing. I could see he was anxious about the anticipated pain to come with the procedure and leaving the hospital as this had been a safe haven for him up until now considering his big surgery.

Instead of just focusing on the task, I took the time to connect with him. I touched his shoulder, helped him rest comfortably and encouraged him to breath with me until I could see his chest rise and fall in a rhythm.  Each tube was removed easily as he exhaled.

He did not know many English words but he took both my hands in his afterwards, smiled, a tear dropping to his cheek looked into my eyes and said ‘thank you’.

I have come to realize how we can all make a difference in the ways we interact with patients and how important and powerful the human connection is in healthcare.

Stay tuned

Next week we will feature more of your submissions and announce the winner of the Quality Forum registration prize for the Coastal CoC!