While Dr. Maya Angelou was probably not speaking directly to those in home health when saying I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel, but she certainly could have. No truer words describe the immeasurable gift possessed by the best home health clinicians.
When it comes down to it, any clinician can provide educational materials, and then check the ‘Education Complete’ box. But only those possessing the unique talent of combining knowledge, respect and humanity can truly call themselves home health clinicians. It takes this distinct ability to assist patients and families in their understanding of best practices for improving or maintaining their health and comfort. These are the clinicians who are considered highly effective and are described by most as having that special something.
The next time you are reading your agency’s HHCAHPS scores and hospitalization rates, consider Dr. Angelou’s impactful words. Note which clinicians completed the education and helped patients and their families adhere to their plans of care.
When considering which of your clinicians are representing your agency in the best possible light, consider this immeasurable clinician characteristic as the possible root cause. Watch his or her interactions around the office with other staff. You will see it. This is not a characteristic that can be turned off and on when entering a patient’s home. They will demonstrate it in all areas of their lives.
Yes, they may forget what was said and done, ‘…but people will never forget how you made them feel.’
HHQI National Campaign 