My story begins as I recently found myself on the patient experience side of healthcare, rather than a member of the healthcare delivery team.
My experience was exceptional—not a single hiccup-throughout the preop, periop and postoperative phases of care. However, there was a point in my experience where the care moved from exceptional to extraordinary. That point is when Andrea entered my Day Surgery room and I recognized that she was totally focused on holding me in her care through the surgery.
When Andrea picked me up in preop she immediately told me that the 'A' team was on and that they would be taking great care of me. I knew within 5 seconds of her entering into my experience I had established an incredible feeling of trust. As I rolled down the hallway, Andrea's presence was palpable. She described each step we would take as we made our way from preop to the OR room. Andrea introduced me to everyone involved in my care along the hallways of the OR suites and as we entered the operating room.
In the OR, I immediately noticed the bright lights, the equipment, the movement and sounds around the room. As I moved from the cart to the OR table the anesthesia team began to place electrodes on me and were thoughtfully explaining to me what would be happening with the medications as the team placed a mask on to deliver oxygen. I could hear conversations and suddenly became overwhelmed and anxious and for a brief moment wondered, "will I wake up from anesthesia, will I be OK?"
At that moment, Andrea walked up to my side and took my hand into hers and told me she would hold my hand until I fell asleep. As she held my hand I whispered thank you. I don't know if Andrea noticed my fear and anxiety or if this is a routine practice for her. The highly focused, fast-paced choreography of the OR is routine for the surgical staff, but everything but routine or typical for the patient. In that frightening and vulnerable time for me, for those few minutes, Andrea held my hand and made me feel safe. Given all that must be done in those minutes prior to surgery, she made a conscious decision to be attuned to me and was truly present for me as a person.
Andrea didn't just care for me as a patient. Just as important, is the lesson that Andrea reinforced for me. As members of the healthcare team, we move through our day in what may seem routine or even controlled chaos to us, we need to be mindful that it is anything but that for our patients. We should not forget or overlook the fear and anxiety our patients and families may feel during a vulnerable time in their lives.
Rather than thinking about "what am I going to make for dinner?," "what time is my niece's soccer game on Saturday?," or "man I'm tired, I need to go to bed early tonight," I need to consciously make an effort to be present for the patients and families around me. Being present is what our patients need and deserve in order to establish trust and to feel safe.
For her presence and for the lesson she reinforced for me, I will be forever grateful Andrea will always be an extraordinary part of my own patient experience.