Even when you are doctor, nurse or therapist familiar with the hospital setting, when you suddenly find yourself on the other side of the fence with injury or illness the familiar environment becomes alien and threatening. When you are in this vulnerable state, small acts of kindness from staff have a hugely positive impact – they make you feel safe and cared-for.
At Dignity Health in San Francisco, human kindness matters:
My colleagues at Dignity Health and I have long believed in kindness and compassion as part of our treatment plan for every patient. A recent survey by Wakefield Research for Dignity Health, one of the five largest health systems in the nation, confirmed our longstanding belief that delivering care with kindness matters. Eighty-seven percent of Americans feel that kind treatment by a physician is more important than other key considerations in choosing a health care provider, including average wait time before appointments, distance from home and the cost of care.
Yet, 64 percent of Americans have experienced unkind behavior in a health care setting, including the failure of a caregiver to connect on a personal level (38 percent), staff rudeness (36 percent) and poor listening skills (35 percent). The Wakefield survey underscores the important role that kindness plays in the provision of care and service to our patients.
Read more about the importance of human kindness from Gary Greensweig, the chief physician executive at Dignity Health, including how it impacts positively on the bottom line.