ized thank-you note that could have as many as 20 signatures on it.
"They think it's awesome," says Ms. Byrd. "And because it's a sur-
prise, it perks them up. We don't tell them we're doing it. That would
ruin it."
The team at BHSH is always being challenged to find new methods
of excelling and enhancing the patient experience. They treat every
patient like they want to be treated: with respect, compassion and
empathy.
For Ms. Byrd, who has been at BHSH for about a year and a half, the
goal is to get everyone on the staff engaged with the patients and to
be seen as a high reliability organization.
"We strive to do the right thing every time, all the time, without
exception," she says. "It's the whole dynamics of knowing what
we're supposed to do and doing it in a way that makes the patients,
physicians and staff all feel like they're part of the team and not just
some outsider watching the game."
OSM
6 0 • O U T PA T I E N T S U R G E R Y M A G A Z I N E • S E P T E M B E R 2 0 1 8
50 states. They are about the size of a shoebox, are geared for
kids up to 12 years old and are gender-specific. Some of the
items in the box include blankets, bubbles, coloring pages,
crayons, pens, pencils, stickers, yo-yos, dolls and stuffed ani-
mals. The kits also include a note that reads, "We hope you
get better soon."
The children receive the kits in pre-op to help distract them
while they're getting their blood pressure and heart rate taken,
and then go home with the patients after the procedure.
— Mike Morsch
