South Florida Hospital News
Sunday September 20, 2020

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June 2017 - Volume 13 - Issue 12


When It Comes to Patient Care “Walk the Talk”

Recently I was having lunch with a Healthcare executive whom, over the years, I have developed a great deal of respect for. Although we only see each other every 4-6 months, I always appreciate his insights on the industry, especially as it relates to patient care. At one of the facilities he visits, there is a small Cuban coffee shop near a patient waiting area. Whenever he is there, he stops by to order a “Café Americano Decaf” (Picture the person taking the order doing a triple take as they try to recall the location of the decaffeinated coffee …) Regardless, whenever he is there, he takes the time to say hello to any patients and their families whom happen to be sitting in the area. This guy always walks the talk when it comes to his expectations. Put simply, he gets it. The response from the folks sitting in the waiting areas is always well received. They all really appreciate him going out of his way to say hello and see how they are doing.

Quick gut check. How are you and your team doing? Whenever I visit a hospital, doctor’s office or surgery center it is always amazing how wide the gap is between organizations where staff members go out of their way to make people feel welcome and those who simply do not. You can watch as countless staff and receptionist go about their work (or worse yet walk right by) without even a simple acknowledgement they are there. There is an old saying, ‘never prioritize tasks over people’ and yet some in the medical community do it every day. When it comes to patient care make sure your team always walks the talk, by taking time to say a simple, “Hello”, “Good morning”, or “How are you today?” That simple jester puts patients and families at ease and will help build the culture where patient care is always in balance with quality and outcomes. 

Jay Juffre is Regional Vice President, South East Region / National Service Director, ImageFIRST. For more information on ImageFIRST, call 1-800-932-7472 or visit

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