CascadeMedical.org 7 Kindness is the greatest gift of all It’s no secret that one of the groups the pandemic hit hardest has been those working in customer service, in all sectors. Those working customer service in health care have been hit especially hard though, as patient stress, the fear of high costs, and even higher personal stakes for some with challenging medical conditions combine to create an at-times toxic interaction for those who do nothing more than want to help. For many patients, it’s that frustration at not being able to “cut through the red tape” that drives many poor encounters. What folks need to remember, according to PSR Merce Chamness, is that much of that “red tape” is actually protections ensuring patients actually get the care, prescriptions and attention they need. “We need people to know that, especially in this pandemic, requirements and procedures can pivot on a dime,” says Chamness. “We have to come into work asking a thousand questions, making sure we have everything dialed in, because so much changes everyday. It can be so frustrating that people just don’t understand that and treat us like a punching bag. They’re literally shooting the messenger.” Health care staff understands how stressful life is. That stated, there is a limit as to what is acceptable behavior towards staff. Cascade Medical Chief Human Resources, Risk & Privacy Officer Melissa Grimm says, “While we prefer to focus on providing exceptional care, we have had tough conversations when needed with patients regarding behavioral expectations and will continue to do so as necessary.” So why do they stay? One reason: the people. Chamness says, “There are so many patients that come in all the time that are just the sweetest people, and that make you so happy when you hear them…there is certainly kindness out there, and I appreciate it so much when you see it.” What can you do to help? “Cascade Medical operates on a foundation of seven shared values, which we hold dear,” says Cascade Medical CEO Diane Blake. “Our value of community is vital to our interactions with our patients and each other. We enjoy helping others, and especially in tough times, we focus on a common purpose to achieve the common good. Complementary to this is the value of respect...and that respect should be mutual. We know coming to receive medical care can be stressful. We simply ask that our patients honor the efforts of those serving them and extend as much grace as they can, as well as full respect. There is an incredible team at CM doing their very best to bring us all safely through these extraordinary circumstances.”
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