Four months ago, a warm smile and positive expression were the first steps in making a human connection with patients. Face masks and face shields have made that first caring impression a challenge.
Respiratory therapist Phyllis Griffin-Jones, RRT, Texas Health Harris Methodist Hospital Fort Worth, has found that the best way to show she cares is through a literal connection.
“I have my PPE on and just reach out and grab my patient’s hand when I talk to them,” she said.
“Caring” is one of the new Our Texas Health Promise® Principles. The principle states “we will make intentional, human connections with consumers and treat them as a part of the Texas Health family.”
“Forming caring relationships with consumers leads to greater trust and loyalty,” said Carla Dawson, chief people officer. “Caring is one of our greatest strengths at Texas Health, and it’s up to each of us to leverage that strength in every interaction with consumers.”
Becoming family
Phyllis has been making patients feel like a part of the Texas Health family for almost 20 years. With the visitor limitations implemented due to COVID-19, caring for patients like family has never been more important.
“I work with rock stars, and our therapists are family to each other and become family to our patients,” Phyllis said. “It’s been heartbreaking to see some of our patients here alone, but we’ve done our best to be compassionate and treat them like family.”
Phyllis often serves as team leader, and she begins her shift by making assignments for the day.
“I try to put people where they can shine best,” she said. “For our COVID patients, we have to have quick thinkers who are compassionate as well.”
After roll call for the shift, she joins in a group prayer.
“Prayer is power,” she said.
Many COVID-19 patients are scared, according to Phyllis, and she is committed to making a human connection that brings them peace.
“I tell them that we have a smart and caring staff that is going to take good care of them,” she said.
A caring reputation
In her 30-year career, Phyllis has earned a reputation as a caring and compassionate respiratory therapist. A laminated and framed piece of art from a grateful patient hangs in her closet at home to keep her motivated. The artwork features the Bible verse she sang to the patient each day he was in the hospital: “This is the day that the Lord had made. We will rejoice and be glad in it.”
Phyllis’ faith has been a great source of comfort and motivation during the pandemic.
“I stay prayed up and try to do my best every day,” she said.
By Brand Experience Communications • Posted June 30, 2020
