WHERE PASSION MEETS PURPOSE
While I was attending an HFMA regional conference when something clicked for me. I remember listening to an energetic hospital administrator who had started his career on the clinical side. His name has since slipped my mind, but his story is something that has stuck with me since. So, I pondered about heroes in healthcare… The man asked, “What do you picture when you hear the term hero in healthcare?” in an almost rhetorical way he asked, “If our mind’s eye conjured up visions of doctors and nurses in scrubs hovering over dying patients with crash carts and chaos.” Almost everyone in the room nodded their heads. He then replied, “That’s one type of hero but I think of YOU…the people who manage the hospital’s finances; so, that the doors can remain open to serve communities across the country during some of their worst times.”
Not long after, I shared this story with our directors; we, recognized a need for our team members’ to understand the role we play in the patient’s journey. MedCo created a peer recognition program titled Healthcare Hero.
A selected individual is nominated by management or peers for going beyond the scope of collecting money. A healthcare hero recognizes the need to empathize with the patient and brings a sense of commitment to individual patient needs. The goal of the program is to bring awareness to the MedCo team members that increase overall patient satisfaction through our daily practices. We asked team members to close their eyes and to reflect back on a time when a loved one was hospitalized or even they were in that same position. The team was able to relate to the patients current situation and empathize with them by having them reflect in this manner; thus, creating the Health Care Hero program.
Since the program’s inception two years ago, patient compliments have skyrocketed. Team members who are nominated are honored during Medco’s month end meeting and receive a Healthcare Heroes shirt. This is also a chance to be recognized among peers. This recognition is to serve as an example of what health care service should be, and that is commitment to the patient. We are able to obtain this through empathy and recognition of individual needs. At this time, over 30 percent of the company has received nominations. MedCo’s Healthcare Heroes program is truly Where Passion Meets Purpose.
Recent Health Care Hero Recipients