My latest Remember Two things video is posted over at EMS1.com. In this episode I discuss a crucial moment in patient care that is often overlooked. I’m talking about the moment we say goodbye to the patient after we’ve dropped them off at the hospital or their designated destination.
It’s an important moment because it’s an opportunity to make a very real, human connection with our patient and leave them with a positive impression of their experience with us and our service organization.
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There’s an interesting little bit of behind-the-scenes information about how I started the tradition of saying these two things before I left a patients room. I picked up the idea of always saying that I was glad to be of service to the patient early on while working at Pridemark Paramedic Services.
Jeff Forster, the organization’s CEO, was the first EMS leader I encountered who really challenged his people to take their service level up a notch and maintain a patient-needs-first focus.
Years later I had a partner named Will Dunn. Will went on to be a popular EMS instructor in the mid-west region as well as a paramedic supervisor and education coordinator for Eagle County Ambulance District.
Years after our partnership, Will and I were having lunch together when he brought up how he’d picked up on my habit of leaving each patient with a hand-shake and warm goodbye. He told me that he had been doing it ever sense our partnership. I respected Will as an excellent paramedic and I was proud to know that I had influenced his care in that way.
Then he told me about how he always asked if there was anything he could do for the patient. I really liked the idea and started trying it out immediately. I’ve been doing it ever since.
I was influenced by Jeff, then Will learned something from me and then I learned something from Will and now, perhaps, you can learn something from all of us. It’s amazing the way we influence each other, isn’t it? I hope you’ll try this out and I hope you enjoy the video.
Leave a comment and let me know how it goes. It’s been a pleasure being of service to you today.