I remember sitting in CPR training many years ago and learning that if you came upon a situation you should say this phrase, “I know CPR and I can help”. Well I don’t know CPR. Though I’ve worked at KSB for decades I’ve never given hands on care to a customer.
But I know a lot about KSB faces and places. Here’s a story where I said (to myself) – “I don’t know CPR, but I can help”.
I work in the KSB Annex. One day I came across a distraught family waiting for the elevator. Mom and Dad were holding their little one who was clearly in pain. I knew that something was not normal here. I didn’t think they were heading to HR for help.
I offered my assistance and learned that they were to bring their son to Dr. Gabriel’s office on the third floor. I knew where orthopedics was and quickly sprang into action. I explained that they needed to be on the third floor of Commerce Towers. I knew that they needed help finding their way so I offered to walk them to the offices. Of course, that’s what we do.
They needed to be there in 20 minutes, I assured them that I could get them there in 5. I know shortcuts. I also knew that Dad was going to hold on to that little one and carry him to wherever he needed to be. They were more than willing to walk (at a very fast pace by the way) so off we went.
We scurried to the main hospital elevators and went down. The look on their faces told me that they clearly doubted my sense of direction. After all, the doctor is on the third floor. I explained that I knew what I was doing and that this would make sense very soon.
I knew that they’d likely have a follow up in Commerce Towers so I explained where they should park and register for future visits. I explained as we walked across the bridge to Commerce Towers.
I knew that Dr. Gabriel and the ortho staff would provide great care so I talked them up as we walked. “Doctor is very experienced and is a tremendously caring person.”
I knew that they’d have to register on the first floor, but that was out of the way. We went straight to the office on third floor. Only then did Dad hand off the child to Mom and our care team. Success! Mom and the child were met by the orthopedics staff who quickly greeted them and took Mom and the child in for care.
I knew where Dad had to go to register and I walked him to the first floor. Our patient access team took care of the registration process.
Being a dad myself, I knew that as much as he wanted to get back upstairs and be with the family, he wouldn’t remember how to get back to the ortho offices. We made sure that Dad could get back to his family up on third floor.
Look at all the things that I knew to help to make that family’s experience an excellent one. Those of us who are not care givers and not on the front lines must take ownership and be helpers, too. We can do our part.
What can you do in your area? What situations might you encounter? Patient stories are a great way to share your experiences and talk about how you can help our customers when the opportunity arises. Tell them at your staff meetings and daily huddles.