11/24/2012

While volunteering at the hospital the other day,  I saw a new patient come into the hospital. She was looking for the correct floor for a procedure which she was about to undergo. Unfortunately, I could not help them find the correct floor since, as a volunteer, I am unable to access patient information. I tried to direct that patient to the information desk to better assist them, and what I saw was a rather unpleasant exchange which ended with the patient walking off frustrated and on her own to locate the correct floor herself. I proceeded to go to the patient and found a nurse who was able to help direct them find the correct floor.

It is easy for patients to get frustrated during a hospital visit experience. Normally, when someone is at the hospital, they are dealing with an illness and not in the best of moods. I could imagine the patient was very worried about her procedure and wasn't trying to cause trouble for the information desk employee. It is up to the providers and the staff of the hospital to help make the unpleasant visit to the hospital as bearable as possible. It may be an impossible goal, but a healthcare provider or staff member must not allow the daily experience of dealing with the sick to make them callous to the humanity of another individual. Those who choose this career and this profession should strive to treat each and every individual with respect and dignity, regardless of how grumpy or frustrated the patient may be. That simple interaction of showing care to another may be enough to help the patient deal with their illness, and improve the quality of their stay during their treatment.