Late on a Monday evening, a drowning victim was rushed by ambulance to the Park City Hospital emergency department in full cardiac arrest. Despite heroic efforts from the ED team, they were unable to save the patient’s life. This event was especially difficult for the team given the patient was young and emotions ran high among the patients’ friends who were present during the drowning.
The team contacted Lori Weston, Park City administrator, to let her know what had happened. She immediately came to the department to offer support and a listening ear during the debrief. Knowing she needed to help the family during an obviously traumatic time, Lori reached out to the patients’ parents to offer the team’s condolences and see if they were interested in speaking with the physician who treated their son. This gesture made all the difference to the family who were trying to put the pieces together from out-of-state, struggling to come to terms with what happened. A FaceTime call between the parents and the physician gave them a chance to see the face of the provider who cared for their son, and to connect and ask questions. The patient’s mother, also a physician, appreciated the detail shared and voiced how important the conversation was for closure.
The patient’s parents later flew out to Utah to visit the hospital, and the team coordinated a visit to see the room where their son was treated and to speak with some of the caregivers who tried to save his life. Meeting Lori in person meant a lot to them, as they thanked her for making the connection that helped provide some resolution. Before they departed, the parents asked if the care team, including Lori and Dan Davis, RN, nurse administrator, could safely go outside and socially distance so they could see the faces of our care team without a mask. It was an emotional moment for everyone.
“The patient’s mom mentioned during our conversation that she always tells her patients that she wants them to have a ‘Cadillac experience,’” says Gina Shuman, Park City patient experience manager. “She said she truly felt the care at Park City Hospital was definitely a ‘Cadillac experience.’ Overall, it was a powerful moment to witness our caregivers just be human and create a meaningful connection.”
“Lori was able to put herself in the shoes of these grieving parents to understand how she could provide support,” says Shelley Egley, Intermountain’s director of patient advocacy. “When we stop to listen and show patients and families we care, we are in a better position to meet their needs. Connecting with those we serve gives opportunities to engage in moments that can be life changing for caregivers, patients and their families.”