As you may recall from previous Friday Flash Reports, I am the oldest of three children. When I reflect on my childhood growing up in Springfield, Illinois, I have many memories of my mother. She was, by any measure, a very busy woman—she had three kids, worked part-time, and took care of most of the “homemaking” responsibilities that were common in the 1950’s, like cleaning the house, doing laundry, getting kids to and from school and after school activities, and cooking three meals a day. To me, this was nothing short of amazing.
One day, she was particularly harried, trying to set the table and get dinner ready. My dad, who the three kids called “Stormin’ Norman” when he was out of ear shot, saw me in the dining room and told me to go into the kitchen and help my mother get dinner ready. Being the rebellious first child, I did not like to be told what to do, so I nonchalantly told my dad that helping mom with dinner was “not my job”.
This statement…was a mistake.
Stormin’ Norman took me firmly by the shoulders, made me look straight into his eyes, and he said, “When you see someone who needs help, you help them. That is always your job.”
I could feel my response to him building up inside me, but I decided it would not be in my best interest to talk back, so I went into the kitchen to help my mom. As I started to set the table without her asking me, tears ran down her face. I asked her what was wrong. She told me that she was just really tired and appreciated my help.
That wasn’t the most memorable moment of my life, and it was not particularly dramatic, but that experience became a defining moment in my life. Seeing my mom react so appreciatively to my efforts to help her out made me realize that I needed to be more in tune with what others were feeling so that I could do my part to help out. I remember as I responded to my mom, “It’s no problem,” my dad’s eyes locked with mine.
I never told my mother that my gesture was really less than magnanimous and Dad had basically forced me into helping, but he never told on me either. Until she passed away in 2010, she always thought I was actually a better person at that point in my life than I really was. It was a great lesson to learn at a relatively young age, and ever since, I have always tried to take time to try to help others when I see the need.
A story that recently took place at the UTMB Health Multispecialty Center in League City illustrates that helping others out in times of great need comes naturally to Patient Services Specialists Vanessa Romero and Donna Papa. One evening, as they were leaving work a little later than usual, they were approached by some of the landscape workers. Two of the men were carrying their unconscious co-worker.
Vanessa and Donna immediately went into action—they called 911 and stayed with the men until the paramedics arrived. They knew that there still was a physician, Dr. Kevin Merkley, in the clinic, who was able to get the automated external defibrillator (AED) ready for the paramedics (an AED is a portable device that checks the heart rhythm and can send an electric shock to the heart to try to restore a normal rhythm). Throughout the experience, Vanessa was able to speak to the workers in Spanish and served as a translator between them and the paramedics.
The actions of Vanessa and Donna exemplify our Best Care motto, “Every patient, every time,” because no matter what, we should always be ready to treat those who come to us for care with the same respect and compassion as we would like to be treated, and as we would also want the most cherished of our loved ones to be treated.
Our opportunities to help those in need from day to day may not always be as dramatic as Vanessa and Donna’s story, but each and every one of us has a chance daily to be a light in someone’s world and to help them out. You might be on the team who helps make sure our phones work so patients can reach our hospitals and clinics, and through your work, you play a role in Best Care (I’d like to extend a special thank you to the Information Services team who helped out with a phone problem at the Angleton Danbury Campus earlier this week!). You might help ensure supplies are quickly unpacked and delivered to our inpatient units, and you play a role in Best Care. Or, you may simply help someone find their way to their destination—and YOU play a role in Best Care.
There are things we all can do each and every day, both big and small, that impact the experience of care at UTMB Health. Thank you, Vanessa and Donna, for modeling the way for Best Care!