Customer service. It has been a common theme in my articles, and this past week I experienced an amazing example of that at Children’s Minnesota where my daughter was being cared for. As we are preparing to leave and bring her home, I had a quiet moment to reflect on the past week here at Children’s and some of the ways they positively impacted our experience.
Let me start with this. Showing up in the emergency room and getting admitted does not leave one expecting to be amazed. Instead, merely going home represents a positive outcome.
Children’s Minnesota did amaze, and it was all because of their people.
First, let me introduce T.T., a male nurse from Tibet with a twinkle in his eye. From the moment he walked in and introduced himself to our daughter and family, his face spoke volumes. He was caring and warm, and he had a deep understanding of what my daughter was going through, and what we were experiencing as a family. He shared amazing stories of his journeys from Tibet to India, then New York and Minnesota. He made us laugh, replaced our concerns with smiles, and he exhibited a level of empathy for my little girl that I cannot put into words. When her IV needed to be replaced, even though he was working in a different section of the floor, T.T. came and held her hand, and I watched him whisper positive words and lift her up during a down moment. He was a constant presence in her room, bringing light and smiles to all of us.
Next, let me share another nurse with you, Davita. Two times my daughter had to have procedures that were uncomfortable, and for a tween, scary. In both cases, Davita was there for her and shared her own personal stories of having had to experience the same things. She walked her through the procedures step-by-step, was honest, and replaced uncertainty with confidence. The level of compassion she showed my daughter, and her willingness to be open with her personal experiences, made each moment a bit easier to walk through.
These are just two of the nurses that stand out in my mind now as we’re preparing to go. They were the nurses that my daughter would ask for by name when things got challenging. What made them different? They authentically cared. It was clear they loved their work, and the amount of empathy they showed my daughter and family was unexpected. To be clear, not everyone we encountered showed that same level of empathy, and the ones who tried to fake it could not. But the ones who did possess that caring spirit, and they were numerous, changed our hospital experience and I believe helped heal my daughter more quickly. Their positivity was magnetic, and they brought a light into the darkness we were experiencing.
To that end, let me say this about Children’s Hospital. They get kids. They understand them, and they cater amazingly to their audience. It transcends the art in the hallways, the XBOX in the room, and the hospital’s in-house TV productions. It’s in their approach, how they communicate, and how they relate. They do everything they can to make kids feel at home, comfortable, and safe. They do the same for parents as well. As a dad, I felt like they understood me just as much as my daughter. We talk to our clients all the time about the importance of understanding your audience and making them feel recognized and valued. Children’s Minnesota did this at a level worth sharing and honoring.
My Takeaway
It’s time to go home, but I will never forget the lessons in empathy, showing you care, and making people feel understood that I learned here. You never know the impact you might be creating, or how your positivity might change another’s day.
