“Simple conversations can make a difference”

Twenty-five employees submitted essays for the health system's Patient Experience Week Essay Contest. Two winners were selected for their insightful, moving essays on the theme “The Power of Connection.” Perspectives is honored to feature excerpts from the essay by Maxine Monson, business associate, Yale New Haven Hospital York Street Campus MICU.

Read the other winning essay, by Christopher Kolker, MD, Northeast Medical Group Internal Medicine, in the July 11 Perspectives. You can read all essay submissions on the Patient Experience intranet site. Thank you to all who participated.

Maxine Monson, business associate

We had a young patient who had just delivered their baby with complications. The baby was sent to the NICU and the mother to the MICU. Unfortunately, during the night, the mother needed to be intubated. Her husband was asked to step out of the room.

Seeing his distress and worry, I began making conversation. I asked about their new baby and how she was doing. This led to a heartfelt conversation about their gender reveal, and how the couple came to name their new addition to the family. We spoke for 15 minutes, and in this time frame he went from nervously pacing to leaning up against the desk and smiling as he reflected on positive memories.

Simple conversations can make a difference in how we establish connections and supportive relationships with our patients and families. I always greet our visiting family members with a smile, letting them know that I am here should they need anything … and to provide a comfortable conversation and listening ears to those that need a shoulder to lean on.