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My name is Susan Murray. I’m a registered nurse in the emergency department at Sharp Memorial Hospital.
You’re not a number in our emergency department, you’re a person and we care about you. People who visit us are in crisis. It is obviously an unplanned visit to an unfamiliar setting. We want to take steps to make it a more pleasant experience if you have to be there.
We focus our care around the entire family. It’s going back to the simple things that really make all the difference. It’s making eye contact. It’s smiling; it’s greeting people and calling them by name.
I keep our patients informed. I talk to them about why they’re waiting. I talk to them about when they will be seen by the physician. I will explain unfamiliar terminology. We call many of our patients after they’ve gone home to follow up with them and check on their wellness. We ask how they’re feeling and let them know that we care about them. It’s just that one extra piece that you can do to show people that you care.
There’s always one question you think about later when you get home and if a team member in our emergency department calls you and gives you an opportunity to ask a question how much better you would feel.
It’s the little things that make a big difference. A little thing like a phone call.