It's How We Treat People
Below is my monthly message for the October 2020 edition of the MHRI newsletter, Focus. You can view Focus online at MedStarResearch.org/FOCUS.
Dear Friends and
Colleagues,
We are all human and as human beings we will all need healthcare at some point
in our life. When your time comes that you need care, what do YOU want to
experience?
A few days ago, I found myself in just this situation. Even as a
physician, I had questions and concerns and knew I needed someone who is
knowledgeable, up-to-date on the latest medical advances, and exhibits good
clinical judgement. What I found was so much more. In addition to the
medical expertise, I received very timely, telehealth advice from someone who
clearly cared about me and did so with remarkable compassion. When I got off
the call, I was comforted not just by what was said, but by how warmly I was
treated.
As I sit down to write this monthly message, I am reminded of the quote from
the civil rights activist and poet Maya Angelou: “I've learned that people will forget what you said, people
will forget what you did, but people will never forget how you made them feel.”
Luckily, my medical questions and concerns will be something that I
will likely forget years from now, but I will not forget how Dr. T treated me
as a person – how he made me feel.
My
experience is emblematic of our next phase of the MedStar Health brand
strategy: what makes MedStar Health different, better and special is how we treat people. Every
day, at every interaction with our patients and their families, with our
research participants and with each other, we lead with kindness and compassion
while simultaneously using the latest medical information. We are living the
dual meanings of its how we
treat people throughout all of our actions and with each of our
interactions.
In the continued turbulence of 2020, let us embrace this new brand strategy on
a personal level so each of us leads with kindness and compassion. It
doesn’t cost a dime but is effects are invaluable. Its how we treat each other will allow us to
show our very best self.
I hope you all got a chance to enjoy this beautiful fall weekend. Thank you for
what you do and how you do it
every day.
Neil
Read Focus online at MedStarResearch.org/FOCUS.
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