admitted patient herself and follows up to determine if patients have
any concerns about their experience.
"We know we're not perfect, but getting input from the patients will
help us makes strides toward being perfect," says Ms. Byrd. "It's just
to let them know that we're looking to see if there are any improve-
ments we can make."
That's not all. Ms. Byrd gives her personal cell phone number to
every patient in case there are concerns. One woman who had reserva-
tions about having her surgery done at the facility called the cell phone
every day for a week. The patient and Ms. Byrd bonded and still text
each other to this day.
"Just me giving them my phone number tells them I'm secure and
confident in the treatment that they're going to get," says Ms. Byrd.
"But if something should go wrong and you don't get that treatment,
then you have my number and you can call me 24/7. I don't give them
my office number because I'm not there 24/7."
A surprise in the discharge packet
But being themselves isn't the only thing they do at BHSH. They also
like to offer a little personalized surprise to patients in their discharge
packets.
The facility had been sending thank-you cards to patients, but they
were somewhat impersonal. About 6 months ago, Ms. Byrd decided to
change that. Staff place a thank-you card in the front jacket of each
patient's surgical chart. Each team member who interacts with that
patient signs the card, noting her name, title and adding a personal
handwritten note to express their gratitude for letting the staff serve
them. Everyone from nurses, physicians, tech staff, the processing
team and environmental team members sign the card.
The thing is, the patients don't know that they're getting a personal-
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