Last week, my 97-year-young mother, who is frail and a known fall risk, had an inevitable fall at her assisted living facility. She suffered a stable back fracture and is now hospitalized, awaiting placement in a skilled nursing facility for aggressive physical therapy.
As I reflect on this experience, I find myself wearing many hats: daughter, nurse, former Chief Nursing Officer, consultant, and healthcare coach. Most importantly, I am someone who deeply cares about the patient experience—not just professionally, but personally.
Being on the other side of the hospital bed this time, as the family member of a patient, has been humbling and eye-opening.
The Great Moments
There were instances of incredible care that reminded me of the dedication and heart healthcare professionals bring to their roles:
- Bedside Shift Report: At 7:00 AM, I witnessed a seamless handoff—a small act of excellence that made a big difference.
- Physician Communication: The hospitalists personally called me to discuss my mother’s progress, ensuring I felt heard and informed.
- Case Management Advocacy: A thoughtful case manager sat with me to discuss my mother’s future placement and shared insights on skilled nursing facilities.
- Critical Nursing Adjustments: A day-shift nurse listened when I mentioned my mother’s intolerance to pain medication. She adjusted the plan of care, including administering Zofran before physical therapy to ensure my mother could tolerate the session.
- Personalized Care Plans: The whiteboard in her room listed her care plan, my contact information, and tailored details like her pain medication schedule—simple, yet profoundly impactful.
These moments of greatness gave me hope and reminded me of why I’ve dedicated my career to improving healthcare leadership and patient-centered care.
The Less-Than-Stellar Moments
However, there were also moments that left me deeply disheartened.
- In the Emergency Department, a radiology tech asked me to remove my mother’s pants for an X-ray—something that felt inappropriate and avoidable given their training and resources.
- My mother, who struggled to urinate, was left lying in her own urine for what must have been hours. Her oxygen levels were dipping, and I had to suggest turning her to discover the issue.
- A nurse dismissed her need to get out of bed for meals, citing “hospital policy,” only for another shift to contradict this entirely.
The hardest moment for me wasn’t logistical—it was emotional. Seeing my mother, a dignified woman, lying in soaked clothing broke my heart. I found myself crying the next day as I washed her pajamas, not as a nurse or an executive, but as a daughter.
Why This Matters
In healthcare, it’s easy to get caught up in protocols and tasks. But behind every policy and chart is a human being—someone’s mother, father, sister, or friend.
The great moments I saw should be celebrated and replicated. But the less-than-stellar ones remind us that we still have work to do, especially in mentoring our nurses to think critically, act compassionately, and provide care that honors dignity.
Stories like these have the power to transform. When we ask, “What if this was your mother?” the impact becomes personal. It’s a call to action to continue improving, to train and mentor our staff, and to make sure the human side of healthcare never gets lost.
Let’s Reflect Together and Take Action
As someone who has dedicated my career to mentoring and coaching leaders in healthcare, I believe we have a unique opportunity—and responsibility—to make a difference. Whether you’re a nurse, leader, or someone passionate about improving patient care, I’d love to help you take the next step in making an impact.
How are you empowering your team to provide patient-centered care that makes a lasting impact? What steps are you taking to mentor and develop the next generation of healthcare leaders? Where do you see opportunities to grow your leadership and drive meaningful change in your organization?
