(The oft-repeated joke explaining why “safety” is listed last if it’s expected to be observed first and foremost is that, if “S” came first, they would be the “SCARE Standards,” which probably sets the wrong tone.)
All five standards are unified by the simple thought behind the familiar “golden rule”: Do unto others as you would have them do unto you – or, even more simply, treat others the way you would want to be treated.
“Can you imagine what our patient satisfaction would be like if we treated each patient the way you would want your mother, father, brother, sister or loved one treated if they were in the hospital, emergency room, Breast Center, etc.?,” Chief Operating Officer Sharon Toups wrote in February 2004 in an internal newsletter fittingly called The CARES Connection. “… In order for us to provide our patients with a consistent, positive ‘WOW’ experience, we must work as a team each and every day to exceed the customer’s expectations.”
That idea has since taken root as a central theme of the health system’s culture. Every quarter, for example, four colleagues are recognized as STHS Ambassadors for their exemplification of the CARES Standards.
As for Dreiss’ “Safety 1st and Foremost” button, it was distributed decades ago to foster colleague buy-in. And why did she feel compelled to hang onto it?
The answer is simple: Because she cares.
“I’ve kept just about all the little gifts I received over the years,” she said, “because I’m proud of us and what we stand for.”
Do you have a St. Tammany Parish Hospital story or item to share? We’d love to hear about it! Email us at CommDept@stph.org.
Next week – Installment No. 52: In gratitude
Last week – Installment No. 50: The quiet giver