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Home , Reverence (emotion)

Reflection Booklet Updated April 2018

Reverence | Integrity | | Excellence

Written by Cindy Goza Provided by the Values In Action Team LIVING OUR MISSION Devotional: Reverence

Respect the CHI St. Vincent What we choose to do with our time can make a difference. Paul wrote about this in Ephesians Spiritual Mission 5:15-17 (NIV): “Be very careful, then, how you live—not as unwise but as wise, making the most Let’s pretend that your banker calls you up and of every opportunity, because the days are evil. says, “someone who you very much wants Therefore do not be foolish, but understand what to give you $864 every day. But there is one the Lord’s will is.” condition. You have to spend it every single day. We have two opportunities to pause and You can’t save it up. You can’t add it to the next collectively spend time with our most important day’s balance. What is not spent at the end of the relationship: Our Creator, God. These day will be taken away.” only last 45 – 60 seconds and can be the key That’s a pretty good chunk of change. to centering your thoughts, starting your day positively, and connecting to the One who loves You know this would never happen in real life. you the most. Is it too much to ask you to pause, So let’s deal with . Someone who really bow your head, and invest time into your most does you very much deposits into your precious relationship? Bank of Time: 86,400 seconds every single day. That someone is God. And the condition is that you must spend it. You can’t save up time today : and apply it toward tomorrow—there’s no such Lord, you know the little details of my life, my thing as a 27-hour day. Each day you have the comings and goings, my frantic times and still opportunity to invest your precious commodity moments. Help me remember You wherever I am, of time into the lives of the ones you care for the whatever I’m doing. I want to become more than most: , friends, patients, coworkers, even a person who prays, but a person formed and random strangers. I your Creator is at the top shaped and deepened by prayer in every way. of your time investment list as well. Prayer should be a benefit, not a burden. Help me to stay connected to You and make You a priority. You certainly have done that with me. Amen. LIVING OUR MISSION Devotional: Reverence

Treat everyone as a regardless of their race and . We are therefore called to give generously and freely valued individual without expectations of receiving something in return. The Samaritan saw a person in need of One of our greatest values is our ministry to assistance and assisted him above and beyond. the poor and vulnerable. Not only do we treat Jesus also drew a sharp contrast between those everyone as a valued individual, but we respect who knew the law and those who actively cultural differences and honor everyone’s follow the law. individual preferences. We are therefore called as the Good Samaritan The parable of the Good Samaritan is a to respect the dignity of all persons and never wonderful example of how we can and judge or label anyone based on appearances, should help everyone through the healing socio-economic status, family systems or ministry of The Church. Jesus tells the story disease. A coworker should go the extra mile of a Samaritan (considered by many to be with compassion into the life of the sick, an outcast and unworthy of help), who was their , the critically ill and the dying waylaid, robbed, deprived and stripped by and provide our compassionate presence, robbers. In this parable and story, Jesus to revitalize them with respect, integrity, compels us to “love your neighbor as compassion and excellence. Remember that yourself.” He never says love only those who Jesus himself said “In so far as you do it daily are like yourself. [to each and every patient] you are doing it to Him” (Matthew 25:40). This is the parable that calls us to compassion, to charity, love and to . The parable of the Good Samaritan is the parable that actively Prayer: urges us to get out of ourselves, to move out of Compassionate Savior, our comfort zone, to do good, to reach out and You were never afraid to touch the lepers, heal to put ourselves in another’s shoes (the shoes of the sick, help the poor in spirit. You all the sufferer). It is compassion that makes us feel persons regardless of their status in life. Help with those who suffer and those who need to be me to see those who cross my path as Children ministered to. of God, who deserve compassionate caring By this parable, Jesus is telling us to follow simply because You are their Creator and You the Samaritan’s example in our conduct and expect nothing less from me. It is more blessed to show compassion and love to those we to give than to receive. Thank you for this encounter in our everyday activities. Jesus divine opportunity to love. demonstrated that we should love others Amen. LIVING OUR MISSION Devotional: Reverence

Be mindful of the morning must spend it. You can’t save up time today and apply it toward tomorrow—there’s no such thing and evening prayers. Stop if as a 27-hour day. Each and every day, you have possible and bow your head. the opportunity to invest your precious commodity of time into the lives of the ones you care for the most: family, patients, coworkers even random Let’s say that your phone rings tomorrow strangers. I hope that your Creator is at the top of morning, and it’s a call from the manager of your your list as well. bank. He tells you, “I received a very unusual call the other day. Someone who loves you very What we choose to do with our time can make a much has given you a large sum of money. This difference or not. The psalmist wrote, “Show me, anonymous donor will be depositing 86,400 cents O Lord, my life’s end and the number of my days; into your account every single day.” let me know how fleeting is my life” (Psalm 39:4). “How’s that again?” you ask. I also like the way Paul wrote about this in Ephesians 5:15-17 (NIV): “Be very careful, “Every single day, this person will deposit 86,400 then, how you live—not as unwise but as wise, cents into your account.” making the most of every opportunity, because Is that much money?, you at first. Then the days are evil. Therefore do not be foolish, but you get out your calculator and figure out that it understand what the Lord’s will is.” amounts to $864 every day. That’s pretty good, We have two opportunities to pause and you’re thinking. collectively spend time with our most important “But there is one condition,” the banker continues. relationship: Our Creator God. These prayers “You have to spend it every single day. You only last 45 – 60 seconds and can be the key can’t save it up. You can’t add it to the next day’s to centering your thoughts, starting your day balance. Every day, you must spend that money. positively and connecting to the One who loves What is not spent will be taken away. This person you the most. Is it too much to ask you to pause, will do this each and every day, but the condition bow your head and invest time into this most is that you must spend the money.” precious relationship? So you go back to your calculator and figure out Prayer: that $864 x 7 = $6,048 per week. That amount, Jesus, You have said that the most important multiplied by 52, comes to $314,496 per year. commandment is to love the LORD your God That’s a pretty good chunk of change. But you with all your heart, soul, mind and strength. And know this would never happen in real life. secondly to love my neighbor as myself. Help me So let’s deal with reality. Someone who really to stay connected to You and make You a priority. does love you very much deposits into your Bank You certainly have done that with me. Amen. of Time: 86,400 seconds every single day. That someone is God. And the condition is that you LIVING OUR MISSION Devotional: Reverence

Always greet and welcome We want to develop a genuinely friendly where everyone who comes here or everyone with a smile, eye works here feels welcomed. When they walk contact and a friendly greeting. through our doors, we want our employees to look our customers in the eye, say “Hello, How can I help you?, Welcome!” This means tells us we are more likely to perform we might have to change our patterns of a thoughtful deed when someone does one for looking at people instead of our cellphones or us. For instance, smiles are usually contagious. other distraction as we walk. When someone smiles at us, we naturally want to smile back. It is a ripple effect. When Be a part of imagining better health. Let your you greet others with a smile enough times, greetings, smiles and eye contact convey genuine it becomes a habit. It seems so natural, yet warmth and compassion. It is an important part you may be surprised to find out that lack of of our commitment to our mission and ministry. and / can have a Your contagious smile can be a healing presence. direct impact on your health. Smile and make a life better! Neurologist Dr. Sanjay Gupta did a study about the health effects of kindness and Prayer: loneliness. Gupta says being social actually Compassionate Savior, improves a person’s immune system. Simply God of , thank you for giving me the ability saying hello can make the person who receives to heal with a simple smile. Kindness should that greeting live longer. There is also evidence be so natural. Help me to not be so distracted that being the one to say hello is empowering that I fail to let it shine through. Let my greeting and can improve your own health. convey how much I care about others. To love others as much as I love You, can start with this simple, yet significant and healing gesture. Amen. LIVING OUR MISSION Devotional: Reverence

Speak positively of Take time to celebrate each other’s accomplishments. Be positive, even on social CHI St. Vincent, our team media. members and coworkers. Use the Thumper Rule: If you don’t have anything nice to say, don’t say anything at all! Attitudes are contagious. Is yours worth catching? Remember every day is your day. You have Here are some basic points about how friends and complete control over how you decide to view coworkers can your attitude: what is happening in your day. Make it the way you want it to be and be the change you • The more friends you have that are content want to see. Know you make a difference in with their lives/work, the more likely you are to every moment and every interaction so let your become content. And the more friends you have positive attitude be your legacy. that are discontent, the more likely you are to become discontent. In fact, studies have found that is twice as infectious as . Prayer: • Long-term emotional states really are contagious. Help me to start each day with a positive And it’s important for trying to understand why attitude, Lord. People may forget what I said or people feel the way they do about their lives. what I did, but people won’t forget how I make So what should you do? Be aware that them feel. I can make a difference. Lord, make negativity can spread, but you can choose to me an instrument of your peace. make a positive difference. Focus on being Amen. genuine and offering supportive comments about your coworkers. When you assure your patients the next shift is also capable and caring, that builds not only with the patients but with your team. LIVING OUR MISSION Devotional: Reverence

Respect cultural differences Just as importantly, let’s not forget each other as coworkers and providers, for we too have and honor individual our individual beliefs and that make preferences. us who we are. My grandmother used to say, “You can’t judge a I was visiting with a nurse recently and asked book by its cover.” Don’t assume that everyone her: what is the biggest challenge we face in is just like you or the way you believe healthcare regarding cultural diversity. She or prays the way you pray. We celebrate that said, “It’s not that we don’t value it. It’s that CHI St. Vincent is a -based hospital that we are so focused on our high acuity tasks values and honors diversity and individual that we often don’t take time to sit and inquire preferences. about cultural and religious preferences.” Jean Watson, a nursing theorist, said, “What if we Prayer: began to pause and to realize that maybe this one moment, with this one person, is the very “Creator God, You are bigger than any of us reason we’re here on earth at this time?” can imagine. Thank you for creating a diverse world. Help me to realize that when I stop Making a difference in people’s lives and to ask about what is important to a patient, treating the whole person involves asking and family member or coworker, what I’m really not assuming about important cultural issues, saying is, “I care—you are important.” which can affect their healthcare. For instance, Thank You for this opportunity to be inclusive a critically ill Catholic patient may need the and welcoming and to serve. Sacrament of the Sick; a Jehovah Witness patient facing surgery cannot have blood or Amen. blood products; a Muslim patient who prays five times a day may like his/her bed to face East. Many patients have dietary concerns and restrictions, especially during their Holy Days. LIVING OUR MISSION Devotional: Integrity

Be honest. always recover in of our best efforts. But more times than not, I think that God puts the right nurse with the right patient and family at the right Late one night, the on-call chaplain was called in time. God sees the whole picture and knows what to support a family who had lost their loved one. is best. I think He knew that this patient would Most of the family members had said their good- die and they needed a nurse who wasn’t afraid to byes and did not want to go back into the room speak the truth with compassion. where the patient lay, except for one niece—a former paramedic who agreed to pack up the Because of the integrity of the Traveler Nurse, this patient’s belongings and spend one last moment family did not miss out on a very important, but with her aunt. heartbreaking event. What a tremendous gift she gave to the family, even on her last day working While she and the chaplain stood silently at the on this unit. bedside, the niece said, “I wish I knew the name of the nurse who took care of her today. I know today was her last day, but I don’t Prayer: remember her name. If it wasn’t for her, we I may never know the full impact of how You, Holy would not have been here when she coded, she God, will use me in someone’s life today. So help would have been all alone because we were me to always work with integrity and compassion. ready to go. I asked her nurse to be honest and ‘May the words of my mouth and the meditation of tell us if she thought she was going to survive. my heart be pleasing and acceptable in Your sight Thankfully, she told us the truth. So we stayed, O Lord.’” and we were with her when they tried to bring her back, and more importantly we were with Amen her when she died.” As a chaplain, I recognize that death can be difficult for the nursing team as well as family in part because we are trained to heal. It is hard to accept the inevitability that a body does not LIVING OUR MISSION Devotional: Integrity

Be a person of integrity. Living with integrity is not always easy. Sometimes we find it hard to say no and find ourselves saying what we think people want Integrity is defined as “the quality of being to hear. But we fail miserably when we don’t honest and having strong moral principles; keep our word. We sometimes over promise moral uprightness.” It is not only telling the and build false hope because stating reality truth, it is living out of your convictions. can create anxiety within us. We don’t want God not only has characteristics, He has to cause emotional , especially if we are character. The characteristics of God are giving a patient or family bad news. In the short compassion, holiness, righteousness, justice and run, we may feel better because we dodged mercy to name a few. But the Bible speaks of an emotional bullet, but families are left with God’s character, too. He is never changing— unrealistic expectations, which might be more the same yesterday, today and forever. He is hurtful in the long run. faithful, trustworthy, true and loyal. He can Take a moment and do a self-inventory. What be counted on. His Word is everlasting. As a are your characteristics? Do they match your God of integrity, He a life of integrity character? Are you consistent in your home life in His followers. In other words, there should and workplace? Does your yes mean yes, and be no discrepancy between one’s public life your no mean no? Do you keep your word and and one’s private life. People of integrity have follow through on your promises? nothing to hide and nothing to . Integrity is not something we have but is something we are. We reflect God’s character when we speak the Does our behavior match our beliefs? truth, for “God ... does not lie” (Titus 1:2). In our work, we need to walk the talk. We need to live in such a way that our patients, families, Prayer: coworkers and others will know we are sincere in Holy God, what we say and promise we will do. Following Thank you for reminding me that You have never through with your commitments and what you broken Your word to us. Because of Your Holy have said you will do is a crucial part of integrity. Integrity, I, too, should have integrity. When I say “yes, let me follow through. Give me a to help others and find solutions even when I don’t know all the answers. Most of all give me to say no to the things I know are not right. May my words and actions be pleasing and acceptable to You, O God. Amen LIVING OUR MISSION Devotional: Integrity

Show respect for each other What I hadn’t seen was all the times he had encouraged his team members in practice and by keeping commitments and on the field. I hadn’t seen all the times he had managing each other up. encouraged his coach even through all their losses. They won the championship that day. Somehow, As I watched my grandson’s little league baseball someway they had beaten the best team in the team play their last game to determine the league. Afterwards, they had a party to celebrate championship, I noticed a little boy approach and awards were handed out. The coach called the batting box. He ran toward the box with each boy’s name with and shared how well excitement, stood and raised the bat, which they had done that season. But the award that seemed to be too heavy for him to hold. His grip amazed me the most was the one that he gave was not that of a seasoned player. He swung at the the little boy who had struggled the most, who ball before it got to the plate and swung again after encouraged everyone the most. He awarded him the ball hit the catcher’s mitt. I thought, he hadn’t with the Most Valuable Team Member Award. improved at all since the beginning of the season Yes, the same little boy who played without skill and that no one had taken time to teach this little and who struck out every time. The thing I learned guy how to play the game. from watching a Little League Baseball Team wasn’t how to play the game, how to run the He didn’t seem to care whether or not he struck fastest, how to look the part by wearing the latest the ball or that he struck out every time he came and greatest gear. I learned how one little boy can to bat. What amazed me was that every time it change the whole team by encouraging others, was his turn, he ran to the batter box with joy by hugging his coach and saying things like, “We and excitement, and his teammates cheered him will win next time coach, good job.” He was the on. When he wasn’t at bat, he was in the dug-out weakest player by skill but the strongest by voice. encouraging his teammates with phrases such as, “You can do it!” He was always attentive, and he Think of the members who are on your team and seemed to have found respect and love from his the challenges that you face together on every team members. shift. We all have a valuable part in successful healthcare. Confidence builds confidence. When we “manage each other up” with our patients, they will have confidence in the round the clock LIVING OUR MISSION Devotional: Integrity care they receive. Every unit has problems and Therefore encourage one another and build challenges. But when your coworkers feel that each other up, just as in fact you are doing. you genuinely care about them, they are more 1 Thessalonians 5:11 likely to listen and make necessary changes that Prayer: can strengthen the whole team. Encouragement is inspiring and uplifting. It helps to go the extra Holy God, mile when people notice how hard you are Your love for us is unconditional and inspiring, working and trying. Lord. Help us to love one another because You Today, choose how you are going to play the have first loved us. Thank you for my team. We game, and how will you become the most have a responsibility to each other to do our best. valuable player on your team. Help me to be an encourager because genuine care and compassion can change things. Amen

Why should I keep my commitments and manage up my coworkers?

patients & coworkers are relying on me to do what I say I will do because is the most important thing to have in a team when I commit to a project, I want my coworkers to know that it will be done right if I manage my coworkers up, our patients feel confident in their care because together we’re better

Brent Reichenbach, North LIVING OUR MISSION Devotional: Integrity

Resolve conflicts respectfully, This patient’s wife relaxed because she felt understood. The Director of EVS further directly and promptly… empathized by acknowledging just how difficult it must be to have someone you love be sick. Mrs. G’s husband had been a patient for over Because she felt that he genuinely cared, she 10 days. In that time she felt that no one had opened up and talked about her stress of watching cleaned his bathroom, changed his sheets her husband get worse, instead of better. After or bathed him, and she was quite upset. The their meeting he then called the Chaplain’s office Director of Environmental Services met with and asked them to follow up with support. her and could have responded in many ways, but he chose to practice the H-E-A-R-T Prayer: Service Recovery Model. Holy God, conflicts and He listened, empathized, and said the two happen every day of our lives, but how we choose most important words: “I’m sorry.” Just to respond can make a world of difference. as importantly, he reassured her and thanked her Help me to listen with my heart and show how for bringing this to his attention so he could much I care. Amen bring resolution. The late motivational speaker and well-known guru Dr. Stephen Covey said we should “seek first to understand, then be Hear understood.” This is very important and hard to do because most of us assume we know what the issue is and are trying to think of our next response. We try to fix or defend a problem and Empathize don’t clarify that we really understand what this person is going through and . Apologize Reassure Thank LIVING OUR MISSION Devotional: Integrity

Be a good steward Infirmary ICU has taken this challenge and found ways to be good stewards with their supplies of our resources. and with their time. “They have done supply round-ups so they do not throw away or misplace According to Webster, stewardship is “the supplies. They also try to be timely in shift change activity or job of protecting and being so coworkers can clock out on time. On another responsible for something.” In Genesis 41, we unit, a nurse paid attention to detail and stopped an find the story of Joseph and how Pharaoh made expensive test from being conducted on the wrong him steward over the land of Egypt. Joseph patient. EVS turns the lights and TVs out in every was not part of the royal family, and he would empty room. not inherit the throne. Yet, because of Joseph’s Whether you are saving on paper, printing, and discretion given by God, Pharaoh products, produce or people our challenge is to entrusted the entire kingdom to his care. be creative and find ways to be good stewards of We have a commitment to our community, our work environment. our coworkers, our patients and providers to be good stewards of resources. Being good Prayer: stewards of our time, supplies and spending Holy God, You ask me to do my best and that allows us to keep the rest of our commitments includes being a good manager of my resources. to always be there in times of crisis, to always Let me take pride in the work that I do, the ways I have the expert clinicians, tools and equipment manage my time, talents and resources. to provide the highest level of care and to always provide that care in a compassionate Amen and caring fashion. Just as at home, each of us has a significant role in how creative we are in managing those resources so together we can achieve what individually we cannot.

Robert Daniel, Infirmary why should I be a good steward of our resources?

if I prove myself faithful in small things, I will be given more and bigger things to be a steward over because we all have to use what we have been given wisely the way I allocate my time, effort and money speaks volumes about my priorities because together we’re stronger LIVING OUR MISSION Devotional: Integrity

Take ownership of patient The key to patient safety is for each of us to take ownership of safety, quality improvement and safety, quality improvement environmental issues. If your Spidey Sense is and environmental issues. saying something is not right, have the courage to speak up, call a time out and ask for a double check about what’s going on. If you find an error My aunt used to say, “you know, basically, I am a in your work, report it immediately so that it good person”and then she would tell a very juicy can be corrected and addressed, even if you feel story as a follow up. What I’ve learned about embarrassed or ashamed. If you see a hazard on life is that even good people make mistakes. It the grounds, fill out a maintenance work order doesn’t matter how good you are, how smart you or address the safety issue yourself instead of are, or how hard you try, you probably are going walking by and assuming someone else will take to make a mistake. Depending on your job, that care of it. mistake could have catastrophic consequences that no one wants to happen. We have a lot to celebrate! If you want to see some of the wonderful catches our team is No one can argue that patient safety should be making, go to the Insider page and search: our first priority, so what can we do to ensure that “safety first.” You can read story after story about safety is first and foremost in our minds? We all how our coworkers are making great catches in value safety, but how do you turn that desired safety, simply because they have great habits, outcome into a creature of habit? they are thinking about the job and reviewing Our Director of Risk Management reminds us and calling out when there is a problem sighted. that “you have to practice an action or behavior Take a few moments and share your stories 21-30 times before it becomes a habit.” I have where you made a great catch regarding safety. a place where I put my keys and cell phone at home, but the minute I accidentally break Prayer: that routine and randomly lay them down Holy Father, with You all things are possible. As somewhere else, you can bet I’ll spend precious I work today, give me clarity of mind, wisdom as minutes looking for them. And then I say “Oh, I I work and courage to speak up when necessary. remember now! That’s where I left them!” I am the vessel You can use to make a difference To turn an act into a habit, we should all remember in someone’s life today, even save someone STAR, which is tied directly to patient safety. from devastating harm. Let me lean on You for understanding and strength to compassionately STOP THINK ACT REVIEW serve. I pray this in Your holy name, Amen LIVING OUR MISSION Devotional: Integrity

Be honest when someone As he grew weaker, the family took turns staying with him. One day, as I gave him a breathing is critically ill. treatment, I noticed that his breathing changed. His son had stepped out of the room, and I told There was a patient who was a kind man. He my aide to have him return. I began singing “The was strong, stoic, a non-complainer. He was Lord’s Prayer.” The patient’s eyes were wide close to his family and spoke fondly of his open, staring into mine as he held my hand. His wife. He believed in the four Fs: Faith, Family, son held his other hand and spoke in his ear. He Friends and Farming. His family was very close told his father of the great love he and the rest and had recently suffered the loss of a loved of the family had for him. He said, “Dad, don’t one to cancer. He also had cancer, along with be afraid, Jesus is waiting to take you home, and complications, and was dying himself. There there will be fresh pie for you made by Barb,” was so much expression in his eyes. Through his who had just passed away from cancer. eyes, you could see his soul and his — I finished the song. His son said, “Please keep his pain, love and kindness. singing. He seems to like it.” So I kept singing, I had the privilege of being his nurse several and he stared into my eyes until he took his last days in a row. His wife was supportive and breath. His son hugged me and cried. He thanked kind. She came every day, sat with him and held me for the songs; he said they helped him make his hand. I asked if I could sing some songs to it through the final moments of his dad’s life. him. At times, the family was present, and at The patient’s wife and his other children came times it was just the two of us. Both he and the to say their last good-byes. His wife said, “My family appeared to enjoy the singing. son told me you sang to my husband before he passed away. Thank you.” Through his eyes I saw love, kindness, sadness and fear, then and joy and last of all, peace.

Prayer: Compassionate Savior, being with a dying patient is one of the hardest yet most honorable parts of our profession. What we want most in healthcare is for our patients to get well and go home so that they can continue to celebrate life with those who are most dear to them. But if we offer false of healing and recovery, it might rob them of an opportunity to say good-bye. So even when it is hard, let us serve our best with honesty and tender compassion, knowing that You our Savior stand waiting and watching with us. Amen LIVING OUR MISSION Devotional: Compassion

Be knowledgeable and ready would like to talk to a chaplain, and she called and gave his name and room number to the to provide info on resources chaplain on call. to patients & coworkers. Two people were helped that day, largely in part because coworkers noticed the people around She was a new nurse in Hot Springs, and during them, knew about resources that could help and her first week, she lost a patient who was the took time to care—to lend a hand and make a same age as her twin brother who had also phone call that made a difference in these lives. recently died. She internally felt overwhelmed and thought about quitting her job, even though Prayer: she just started. The social worker noticed Holy God, help me to think outside the box and her struggle and told her about our Employee realize that there are many ways to help others Assistance Program that gives three free that I may not personally know about. You place counseling sessions, completely confidential, people in my path all day long. Help me to look to any coworker in our facility. She decided up from my work, see the need and respond to take advantage of the program in hopes of with compassion. I don’t have all the answers processing her and overwhelming stress so help me to utilize the gifts and knowledge of resulting from the patient’s death. my coworkers. Thank you for this opportunity to On her way to her car, she saw a patient, sitting serve You and help others in need. on the bench by himself, and something in his eyes told her he was distressed and may need Amen someone to talk to. She paused long enough to hear a little of his story, and she told him about Chaplaincy Services. He immediately said he LIVING OUR MISSION Devotional: Compassion

Be sensitive and address There were many choices that could have been made. Technically he was hired to valet park the concerns and needs of cars in an expedient and professional manner. patients, family members, Instead he chose to follow his instincts and show compassion to this stranger. He went the extra coworkers, volunteers and mile by physically escorting her to the unit. other customers. He was sensitive and addressed the concerns and needs of our patients, family members, coworkers, volunteers and other customers. He knew something was wrong the minute he The for that small gesture was clearly looked at the expression on her face. By any evident on her face because now she was not other standards, it was a typical day for our valet alone as she faced the worst possible situation. transporter. Patients and families were arriving at She had gotten to the bedside in time to be with a pretty fast pace. People had been arriving early the one she loved most in life. for surgeries, but nothing out of the ordinary was happening. But when a woman pulled up in Take time to look our customers in the eye and her car and got out for valet parking, he could address the needs that you may instinctively tell immediately that something was wrong. be picking up on. You never know how God He could see the in her eyes and body can use you when you act compassionately in language. So instead of just parking her car, he someone’s life. made a compassionate decision—he asked what was wrong and if he could help. Prayer: The woman was the wife of a patient who had Holy God, become critical. She had received the phone call We chose working in the healthcare profession that no one wants to hear, urging her to come to because we wanted to help people. Give us the hospital as quickly and safely as possible. eyes to notice broken and hurting people, a But in the shock of those moments she seemed to compassionate heart to respond and courage have lost the ability to think clearly and did not to offer assistance because when we do, we are know where to go and find the critical care unit caring for her husband. So our coworker found being Your hands and feet. The glory is Yours. someone else to park her car and he escorted her Thank you for the opportunity to be Your servant. to the unit where her husband was admitted. Amen LIVING OUR MISSION Devotional: Compassion

Be an active listener and communicate professionally

Words from St. Augustine, Fourth/Fifth Century “What does love look like? It has hands to help others. It has feet to move us to the poor and needy. It has eyes to see and need. It has ears to hear the sighs and sorrows of others. That is what love looks like.” Prayer: “Lord, I can guess I will meet someone today who needs a listening presence. Keep me from being distracted as I give them my full attention. Let me listen with my eyes, ears and heart. Thank You that You are never distracted when I come to You for help. Showing compassion by genuinely connecting with others is a healing experience.”

Amen

why should I be an active listener and communicate professionally?

when I’m actively engaged and listening, I can form the most optimal and accurate solutions to problems if a person feels that their concerns are being heard and taken seriously, the chances of resolution is high my coworkers appreciate having supportive and understanding peers around them daily because together we’re stronger

David Cole, Hot Springs LIVING OUR MISSION Devotional: Compassion

Quiet Acts of Kindness The world is filled with good, caring people who never make the news and who never care to. The magnitude of their kindness each day is too large In the movie “Pay It Forward,” a young boy was and far too widespread to ever be calculated. challenged by his teacher to think of an idea to change the world for the better, then put it into Life is good today because so many people choose action. He creates a plan for paying forward to see it as good. And in every small moment, favors, and that decision sets in motion an each in his or her own way, they humbly give unprecedented wave of human kindness which, life to the goodness. They pay it forward. Not unbeknownst to him, blossomed into a profound to showcase their own goodness, but because national phenomenon. showing compassion is the right thing to do. We all work side by side with people who live their values. Kindness is in their DNA. They help Prayer: others not because it makes them look good, but Help me O Lord to always choose kindness, not because it is the right thing to do. because it is easy, but because it is the right way, Jesus was the prime example for kindness and Your holy way. My reward comes in knowing that its transformation in the lives of others. He told I have loved one another as You have asked me us to “love one another”. He also said to “give to. Let Your light shine through me. To You be the your gifts in private, and your Father in heaven glory, now and forever. who sees everything will reward you” (Matthew 6:4). Christ modeled a selfless, Amen humble way of helping others and doing the right thing which told a greater story that has why should I be an active listener been retold throughout the ages. He never and communicate professionally? bragged about his great works, he simply lived his life in a way that helped others who were broken and suffering and who were transformed by his compassion and acts of kindness. LIVING OUR MISSION Devotional: Excellence

Be a welcoming owner. The person smiles and says “thank you.” How much did it cost you to hold the elevator and assist? Probably not anything, but the value to Have you walked into a building that is new them was important and caring. to you for a service? Maybe the building was large and imposing and unfamiliar. You A veteran is trying to push himself/herself in a felt lost and a bit bewildered. A stranger wheelchair and is struggling. A coworker notes approached you and offered to help you the struggle and says “I am going the same find your way; you had instant relief and place as you. Can I push you to your location?” appreciation. How much did it cost for that How much did it cost the coworker to help? stranger to help you? Probably not anything. Probably not anything. The value of being helped was much greater. Taking time to help others is valuable to both. A patient’s family is walking down a hall. A There is joy in both giving and receiving. coworker smiles and says “good morning!” You can see how it gave them a bright moment Prayer: in their day. How much did it cost to say hello? Probably not anything. However, it was Holy God, Thank you for the opportunities to important and of value to them. make people feel welcome at our hospital. No act of kindness, no matter how small, is ever The elevator door is about to close and you see wasted. Help me to always find time to connect someone in a wheelchair approaching. You hold with those around me. the elevator door open and assist the individual. Amen

why should I be a welcoming owner?

coworkers place more trust in me when they know that I will take responsibility for a project or task if I can make someone’s job easier by owning a project, I will because if I don’t take charge of this job, a mistake could happen that could negatively effect a patient’s care because together we’re better LIVING OUR MISSION Devotional: Excellence

Model a strong work ethic hospital instead of with their family. And the amazing thing is, they usually do it without and safe patient environment: complaining! All of these staff members are Go the extra mile. willing to go above and beyond for our patients and their coworkers. They are CHI models. They are modeling a strong work ethic and It was long after the evening prayer. As one of safe patient environment. We all have plenty to our weekend PRN chaplains, I typically say do just doing our jobs. the evening prayer around 7:15pm. This gives the staff a chance to share report and make the Doing what we’re supposed to do is important necessary transition from a long day shift to and good. Jesus said he didn’t come to abolish a long night shift. One night, I went to visit a the law but to fulfill it. But Jesus also asked his patient in one of our ICU units. It was at least disciples to do something additional that 8pm, long after the evening prayer and the shift them apart: Turn the other cheek, give up your change. I saw one of the nurses who typically coat to someone who needs it and go the extra works the day shift, working feverishly to meet mile. May this continue to be what sets us apart. the needs of a patient and her family. Because it was so late in the day, I assumed that this Prayer: nurse was working the night shift. I figured she Creator God, Help me to maximize my time and had probably changed her schedule and had work in the most efficient and effective way that started working nights. In a few minutes, I saw I can. My time here belongs to my employer the nurse getting her stuff together and finally and I realize that I can make a difference when saying good-bye to the other nurses. I give my best. Give me courage to speak up for I then realized that the nurse had stayed well safety concerns. Let me treat every patient and past her already-long shift to make sure that coworker with confidence because I want to a difficult situation was under control. I was build confidence and not tear down. When I give reminded of what I’ve seen a zillion times. my best, I am using all the potential and gifts Nurses staying as late as it takes to be sure the that You have given me and I know that brings patient is good to go for the next shift. Unit You honor and glory. clerks being called on their day off to come in and help train a new clerk. Maintenance, Amen. grounds crew and security working around- the-clock on icy nights to make sure our property is safe. Staff spending holidays at the LIVING OUR MISSION Devotional: Excellence

I Am This Hospital—Author unknown

“I am this hospital. I am what people see when they arrive here. Mine are the eyes they look into when they’re frightened and lonely. Mine is the voice people hear when they ride the elevators and when they try to sleep and when they try to forget their problems. My voice is what they hear on their way to appointments that could affect their destinies and what they hear after they leave those appointments. Mine are the comments people hear when I think they can’t. Mine is the intelligence and caring that people hope they’ll find here. If I am noisy, so is the hospital. If I am rude, so is the hospital. And if I’m wonderful—so is the hospital. No visitors, no patients can ever know the real me, the me that I know is there—unless I let them see it. All they can know is what they see and hear and experience. And so I have a stake in my own attitude and in the attitudes of everyone who works at the hospital. This hospital is judged by my performance. It is judged by the care I give, the attention I pay and the courtesies I extend. My work has purpose, is worthwhile and I make a difference. I am this hospital.

Prayer: Father, thank you for showing us that everything we do makes an impact on someone, whether we intend it to or not. May we be worthy of this higher calling and serve You with our best in every way. Amen THANK YOU to our many coworkers who exemplify our values each day they come to work. You are the people who make CHI St. Vincent a great place to work and practice medicine!

Check out the Values In Action Looks-Like Sounds-Like Guide on onespiritblog.com/values to see how each of our values are applied in everyday situations. Reverence Integrity Compassion Excellence Respect the CHI St. Vincent Be honest. Be sensitive and address Model a strong work spiritual mission. the concerns and needs of ethic and safe patient Resolve conflicts patients, family members, environment. Always greet and welcome respectfully, directly coworkers, volunteers and everyone with a smile, and promptly with the Be a welcoming owner. eye contact and a friendly individual(s) involved. other customers. Take ownership of patient greeting. Show respect for each Be an active listener and safety, quality improvement Treat everyone as a valued other by keeping communicate professionally. and environmental issues. individual. commitments and Be knowledgeable and managing each other up. Speak positively of CHI St. prepared to provide Vincent, its team members Be a good steward of our on available and coworkers. This includes resources. resources to patients posts on social media. or coworkers in need of support. Respect cultural differences and honor individual preferences.

why should I put our values into action?

because speaking positively of coworkers is the right thing to do everyone wants to be treated respectfully you never know how much a smile can make a difference being an active listener comforts our patients maximizing safety protects both the patients and myself because together we’re stronger

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