South Florida Hospital News
Sunday August 9, 2020

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September 2019 - Volume 16 - Issue 3

When It Comes to Patient Care, One Little Thing Can Wreck It All

As an experienced traveler, I am always looking for the best value for my dollar. Recently when I saw that my usual rental car company wanted a small fortune for a two-day rental, I began shopping around. I landed on a company I had never used before. Despite being a new customer, booking was simple. I got plenty of email reminders. When I went to get my car, I was told, ‘in appreciation of you as a new customer’, here is a free upgrade. ‘These guys are pretty good, I thought’ as I positioned myself in a brand new sedan. My two-day business trip wrapped up and I proceeded back to the airport. It was rush hour, so the return area was very busy. I followed the signs and parked my car behind the others, exited, and grabbed my things. ‘I’m using these guys again. This was smooth.’, is what I was thinking as I hurried towards the courtesy shuttle. And then I heard the voice that ruined everything. “Hey, can you pull your car over here and start a new row?” It was one of the lot attendants. ‘You’re kidding right?’ was what I was thinking. However, I did what most in a polite society do and dragged my stuff back to the car, reloaded everything and moved it. As I exited, I watched as the courtesy shuttle pulled away. I gave the guy a quick, ‘what the heck’ glare as I once again grabbed my belongings and headed over to wait for the next shuttle. This exact same scenario happens every day when it comes to patient care. Everything about a visit, procedure, or overnight stay is going great and then one, just one, employee ruins the whole thing. Train your entire team, top to bottom, to always put themselves in the patient’s and their family’s shoes. Don’t let a lack of training or universal compassion prevent you from delivering your best.


Jay Juffre is Executive Vice President, ImageFIRST. For more information on ImageFIRST, call 1-800-932-7472 or visit

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