A Zen saying declares, when the student is ready, the teacher will appear. A teacher recently appeared.
Gary Gibson, an access assistant at Park Nicollet Clinic’s 3850 building, recently taught me about the “patient experience.” Gary and his colleagues are Park Nicollet’s “ambassadors of good will.” Helping people in and out of our buildings, they create positive first impressions with patients offering a friendly greeting and simple smile.
Standing by the location directory, Gary explains how he identifies when patients need direction, based on their hesitation, but are reluctant to obtain help. For example, many patients are reticent to ask about directions to mental health or the breast cancer center. Gary discretely inquires about their need for assistance and then, with sensitivity and compassion, directs them to their destination.
During my years of clinical practice, I thought I provided “personalized care and service.” Gary’s exquisite attention to the patient’s immediate needs helped me realize my own shortcomings in this area.
Imagine the experiences of our patients if every individual working at Park Nicollet paid the same exquisite attention to detailed needs of the patient in front of them every moment. This image represents the power of our vision, everyone caring, everyday creating with the individuals we serve optimal health and greater value.
The lesson is profoundly simple: exquisite attention forms the heart of the patient experience.
I extend my personal thanks to all the members of our access staff: Kaysie Baartz, Doug Babcock, David Cormier, Bill Crocker, Joe Dirkswager, Jim Dlugosch, Chris Eckl, Tim Eckl, Gary Gibson, Matt Jensen, Ed Kusleika, Debbie Luoma, Tom Meade, Jeannette Montecino, Kenny Morelon, Andy Rusinko, Missy Servin, Steve Vatne, Sue Violette, Al White and April Wilson.
Have you been helped by any of Park Nicollet’s access assistants? What kind of assistance would you like to receive when you visit Park Nicollet? Please feel free to use the comment box to share your experiences. We encourage a free exchange of ideas but, as always, we reserve the right to remove comments that make personal criticisms or attacks on individuals or specific businesses.