By George Bischalaney, President & CEO

Among my mail is an envelope addressed to the CEO and marked “confidential.” It is handwritten, obviously not from a business partner or one who hopes to be. Someone has taken the time to write and make sure it gets read by me and not screened or redirected. It has my attention.

As I expected, it is a letter from an individual who wants to tell me about the care delivered to a family member. As I begin to read, there is a moment of apprehension. Will this be the grateful letter that praises the care of doctors, nurses and other staff members encountered during the stay? Or is this the letter that expresses concerns and expectations not met? Actually, I look forward to either. An individual in a position to assess our performance has taken the time to tell me about it.

I receive letters several times a week, and they are often the most instructive of a given day’s activity. Patients and their families have much to teach us about what we do and how we do it.

I am still surprised at how often it is the little things that make a difference. We put so much effort into providing the highest quality of care and avoiding mistakes that we often overlook the obvious. Those entrusted to our care need the human touch. A moment of compassion, a word of support, encouragement or just someone to listen can provide a sense of healing equal to many more clinical interactions in a patient’s mind. Letters rarely praise the well-placed IV or express gratitude for the timely administration of medication. What many patients remember are the kind words of the nurse, the cheerfulness of the dietary worker delivering the meal, or the respectful nature of the person who comes to clean the room.

There is much that we can do to improve the health care system in our country. Even as the debate continues, there is much that is working well – and it hasn’t been legislated. It is the commitment of countless individuals to go about their work with an understanding of the impact they can and do have on the people they care for. It is remembering the little things that help a patient through the day or a family member find relief in knowing that the caregivers are more than clinicians completing rounds and performing tasks. We create moments every day that will be remembered forever.

As I open the next letter, regardless of the message, I know it will help me remain connected to our purpose and be a reminder of what health care really needs.