When AdventHealth CEO Terry Shaw's wife was hospitalized following a car accident, he was frustrated at how difficult the process was to navigate, and that led him to implement four major changes at his own health system, Shaw writes on LinkedIn.
7 tools for implementing a holistic patient experience strategy
"After 29 years of marriage, the last words I wanted to hear as a husband were, 'Your wife has been in a car accident. She's unconscious in the ER,'" Shaw recalls. "But perhaps even more unexpected was how difficult it was for someone who has spent three decades in health care and who runs a multi-billion-dollar health system to navigate her care."
That's when a nurse stopped him before he entered his wife's room, Shaw recalls. The nurse told me, "Look Mr. Shaw, your wife has been through an awful lot today, and she can't see you the way you are now." She then helped him calm down and prepare to see his wife.
This gesture "truly touched my heart and helped me re-center before seeing my wife," Shaw writes.
Shaw's wife was taken to and treated at a hospital outside of AdventHealth's system. But Shaw's experience prompted him to re-examine how his health system approaches patient care: "We need to be caring for the whole patient, not just tending to their most immediate medical issue," according to Shaw.
Shaw writes that following his wife's accident, he implemented four tenets of what he calls "wholistic patient care" for AdventHealth.
All AdventHealth hospitals now require "wholistic" care training including the four tenets Shaw outlined, he writes. The goal is to educate staff on how to connect their patients with a variety of different resources. The reason: "Because I don't want anyone to experience what I did when my wife was in the hospital, and as a health system CEO I have the ability to change it," Shaw concludes (Shaw, LinkedIn, 11/14).
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