HVC Verdi 3 East, SRC Delivers Care with Loving-Kindness: Beautifully stated by John Joseph Powell, "It is an absolute human certainty that no one can know his own beauty or perceive a sense of his own worth until it has been reflected back to him in the mirror of another loving, caring human being".

Verdi 3 East was a Covid unit, twice over the past year for a total of 5 long months. The staff never waivered in the care they delivered despite their personal fear and anxieties with the uncertainties of COVID-19. They made sure our patients received food that was hot, taking the extra steps to heat up meals, took the time needed to fully explain the plan of care, and continuously advocated for our patients.

An example that comes to mind is an elderly woman, Covid positive with a new broken hip. The patient was not a surgical candidate and the staff advocated daily for surgical reevaluation, for goals of care discussion, and most importantly for adequate pain management. Ultimately the patient passed away on our unit. The unit and the primary nurse's name was included in the patient's obituary.

Meets Basic Human Needs with Dignity: The Verdi 3 East staff met our patients' basic needs despite the strict Covid isolation precautions. They took the time to deliver the care patients needed, never rushing or cutting corners. Staff never let on to patients that they too were scared about contracting the virus. They donned PPE and went on delivering the care their patients needed. They partnered with spiritual care and utilized technology to make sure patients received the Sacrament of the Sick if requested. They offered reassurance to not only the patients but their families; always making time to answer questions or listen to concerns. To that end, even our unit associates knew family members by name and would help to reassure them that their loved ones were fine if the nurse/MD was unable to immediately come to the phone. Most importantly, many of our staff held patients' hands while they took their last breath.

Develops Helping and Trusting Relationships: During the high point of Covid, there was a strict visitation policy with no visitors allowed. Our staff fostered trusting relationships with both the patients and their families. They communicated regularly with family members and in turn, in the absence of visitors, were able to advocate for patients on behalf of the family/caregivers. The staff quickly learned the intricacies of patients which helped them to provide better care. An example is an elderly, confused, Chinese-speaking patient who always refused to eat. The family communicated that one family member went to the ECF every day and fed their mom. They shared their tips and tricks with our staff and the patient began eating for us, became stronger, and eventually was able to be discharged back to her ECF. Unfortunately, she was admitted back to us for dehydration and a relapse of the virus. Her family felt in their absence (due to visitation restrictions) their Mom was not being fed. They couldn't thank our staff enough for making certain their Mom ate and for often Zooming during meal time.

Creates a Caring Environment that Helps to Heal: The literature supports the positive impact family and care partner presence has on the healing environment. In fact, it has been noted that family presence has positive effects on patients' perception of pain, loneliness, and fear. Our staff tirelessly facilitated ZOOM sessions with patients and families; many times being in the room for as long as one hour. Our staff recognized the value of these ZOOM sessions but I cannot stress the emotional drain this had on them. They were witness to last words and goodbyes from families as well as very personal, intimate interactions. I witnessed staff coming out of rooms with tears in their eyes and emotionally exhausted.

Values Personal Beliefs and Faith, Allowing for Hope: The staff of Verdi 3 East never gave up on their patients, always instilling words of reassurance and hope. Sometimes, even sharing a prayer! One particular patient just wanted to see his daughter get married and sing at her wedding (he had some damaged vocal cords from intubation). The entire staff knew his story and never hesitated to check in on him and offer words of encouragement. He was with us for at least two months but he did make it to his daughter's wedding, and he was able to sing. His story was actually in the newspaper and the staff rejoiced in his good news.

I think exuberant is the word to best describe staff when one of our patients was discharged. Everyone anxiously waited to hear the "Rise Up" song overhead and lined the hallways clapping and cheering. We went to lengths with Marketing to get one of these experiences posted on Facebook! I believe that in some cases the Verdi 3 East staff's positive energy and unwavering strength fueled our patients' sense of faith and hope.