Knox's Blog

When a patient, family member or friends of a patient transitions from that role into the role of becoming an active Inova community member, my heart jumps for joy!

And that brings us to Sadie’s story. At the young age of three months Sadie was diagnosed with neuroblastoma. Family and friends are concerned and want to help in any way possible. The journey of treatment begins. Surgery. Chemotherapy. Life saving blood transfusions.

And that brings us to blood donation. For infants like Sadie, O negative, CMV negative blood is preferred. Only a small percentage of the population is both O negative and CMV negative. And so friends formed a group to bring the importance of blood donation to the public. After all, there is no substitute for human blood.

And that brings us to my recent rounding at our Inova Blood Center in Sterling. While there I learned that someone needs blood every two seconds. One donation can save up to three lives. And as the largest hospital based blood donation center in America, we are stepping up to the plate daily to meet the needs in the community we serve. And that is in part, thanks to the hard work by our dedicated Inova blood donor team led by Terri Craddock.

And that is also in large part to all our donors which brings us to the Presidential Award for 2012 which recognizes a blood donor group not only for units of blood donated at their blood drives, but also for unusual and outstanding service to our community. This award is presented annually at the recognition dinner for both individual donors and those that form blood drives. The winner was Friends of Sadie, seven special women who were so inspired by one little girl’s cancer journey that they made it their mission to keep the topic of blood donation relevant and accessible. They have encouraged individual blood donations at donor centers and community blood drives. They created an annual Valentine blood drive where at least 500 units of blood are donated each year. They set an annual goal to continue to connect the dots between blood donation and pediatric cancer research. A patient like Sadie might require up to 50 units of blood during her treatment.

Congratulations on the award and thanks for giving so many others a chance at recovery. You do indeed make my heart jump for joy and I hope that everyone reading this is also inspired to make a difference one day at a time, one unit at a time.

Sadie is now four years old and doing well. Three cheers for all of our Inova blood donors!

I recently had the privilege of meeting an InovaTV star the other day, Ansanus Obizuo, also known as Obi. Certainly you remember Obi from the piece that ran a few weeks ago called, “Unit 25 knows True North!” Larisa Golding’s unit at Alexandria is one of several units piloting the A3 board deployment and helping design the strategy for future roll-outs across the system. This a total team effort where the staff decides how the board will be designed, used and which issues to tackle first. The Lean team mentioned that the Unit 25 team is doing a phenomenal job so I stopped by again to have a look.

Obi, who has been with Inova for twelve years is excited that this new board streamlines the process and makes everything easy to understand. Obi says, “We know what the process is, we get the team around the problem and everyone contributes ideas.”  He also recognizes one of the barriers which is perception. Obi said, “Whatever we do – perception is the one of the great variables we have to change.” This really got me thinking because it is the same issue we discussed when I met with the Home Health team. At Home Health, we talked about patient perception and whether or not they remember being educated on medication side effects.

At Alexandria, we were talking about colleague perception and the importance of good communication. One of the issues Unit 25 is looking at is the No Pass Zone where everyone is responsible for answering call lights. This has the potential for bruised egos or hurt feelings if one perceived their toes are being stepped on. Good communication around our need for a patient centered focus improves trust, empowers everyone to act for the good of the patient and eliminates an “us versus them” misconception.

Perception is not necessarily the truth; it’s our view of the truth. Are you approaching your world as a victim or with a more optimistic positive outlook? We can learn a lot from leaders like Obi and do our part to encourage open and honest dialogue so that when fear and distrust comes knocking, no one will be home.

Obi says he goes home smiling everyday because he is part of the process that will change the future of healthcare delivery, keep our community safe and bring down the healthcare costs. Now that’s a perception I like!

The recent funeral of a colleague and friend reminded me of the importance of living by example. The near capacity crowd was such a powerful reminder of the difference one person can make. While the loss of friends and family is a sad occasion, I also find memorial services to be uplifting as I always leave wanting to be a better person.

It is the place where we learn all the tidbits about the person’s life and personality through a collection of anecdotes and stories delivered by family members, colleagues, and friends. Some of the stories that resonate with me are the small things. Simple thoughtful tasks that made a big enough impact to be recounted at a final send off. The funny stories bring additional light into the personality and provide a breath of fresh air. These coupled with the major accomplishments and wow moments create that magical window into a life well lived.

In our day to day activities, it’s easy to lose track of the impact we have on others. It’s also easy to forget to tell others the impact they have on us. As Mother Teresa reminded us, “We ourselves feel that what we are doing is just a drop in the ocean. But the ocean would be less because of that missing drop.”

So thank you dear friend for the reminder that I need to live in grace. I will continue building my ladder of personal and professional achievement. I will work on overcoming negativity and needless worry knowing that in the end, it will all be okay. And if it’s not okay, it’s not the end. I will continue to count my blessings and remember your legacy that I might also make a difference.

“Be inquisitive – never stop learning.”  – Grace Lucas

A member of my blog team recently unearthed from the archives a 3×5 card written by Grace Lucas, one of the original founders of Fairfax Hospital. On the card were very small, handwritten notes for a speech she was going to give at a nursing Capping Ceremony in 1974. (For the youngins out there, nurses used to wear caps!)

Grace noted that when she first became a nurse, there were no married nurses. There were no LPN’s. There was a lack of medications and back then patients used to stay in bed for over a week after a routine operation. Thankfully, some things have changed.

Also listed on the 3×5 card was the importance of anticipating the needs of the patient.  She also recognized the importance of  the team and continuing skills training. Thankfully, some things have stayed the same.

Grace’s words, “Be inquisitive – never stop learning,” sums up where we at Inova are today! We are still living those values. The changes we are facing today sometimes happen so rapidly that we must set aside the static PowerPoint slides and build the ship as we go. When our OneInova team is engaged and empowered and feels a strong commitment to building upon the creativity of fluidity, good things happen. Connections are created in the heart, not just on paper. The greater sum of all the individual efforts then moves mountains with ease. Instead of saying, “Oh no team, look at this mountain,” we can say, “Watch out mountain, look at this team!”  When we come together, there is nothing we can’t accomplish.

Holidays are a time to reflect back on fond memories and plan for hopeful times ahead. At a recent meeting we were chatting about the survey question, “In the last seven days, I have received recognition or praise for doing good work.” I know from feedback I’ve received that some leaders are awesome at giving accolades. For them, it comes naturally and flows with enthusiasm and sincerity. On the opposite extreme are those who rarely give praise. When reviewing a project they are quick to point out areas in need of improvement but neglect to point out the good. The majority of us fall somewhere in the middle. I don’t understand why and would like to put out a challenge for change! And not just in the office but consider practicing this at home, in the grocery store and even with the person sitting next to you on the bus.

So, you might ask, what’s in it for me? How about a free dopamine boost! This is a total win-win deal here. Thanking people, recognizing the small as well as the big, creates connections. It builds confidence. It gives a sense of purpose and a sense of pride. It results in higher job satisfaction. And the feeling is so good that the recipient will likely repeat the behavior so the same effect can be repeated. Praise creates the motivation to keep us going and increases our desire to improve. Without positive feedback we become unsure, our self-esteem lowers a notch and we become resentful that no one ever notices our contributions.

And for the giver? Grateful people are more resilient. They are more flexible, handle challenges better and tend not to take things for granted. Everyone is happier and healthier.

So why is it so hard for us to give praise? It takes self-confidence. Perhaps that is because it takes the spotlight off of us and places it onto someone else. Perhaps it makes us embarrassed and uncomfortable as not everyone was raised in a nurturing environment. But practice makes perfect and if you stop and consider how many efforts go unnoticed each day and how many missed opportunities of recognition are out there, you will hopefully be inspired to take advantage of such an easy and worthwhile tool.

I remember when we first learned the importance of the hand written note there was a flurry of thanks all across Inova. It’s time to recreate that flurry of feeling good. Look someone in the eye and express your gratitude. Pull out pen and paper and jot off a note. Being touched by someone’s behavior doesn’t cost a thing. I look forward to more rounding in 2013 and hope I get a chance to see you in person and express my sincere gratitude for all you do each day for Inova.

People might not remember exactly what you said, but they will remember how you made them feel.

Do you realize that the part of our service promise, “every touch every time” probably means a different story every time? Stories help make abstract concepts more tangible. Stories define us. And most important, they are meant to be shared.

Hopefully you watched the InovaTV story about the Wheeler family called, “Circle of Care.”  Two nurses from Inova Loudoun Hospital, Regina Barnett and Todd Rockwell, made quite an impact on this family. How? By caring. Which is what we all do every day.  In the video, Regina talks about the importance of healing not only the body, but the heart and soul as well. Todd says the whole unit is the same way – wired to care. The family was so profoundly impacted by the care they received, the Wheelers decided to make a significant leadership gift to the hospital which now proudly has “The Wheeler Family Emergency Department.” If you missed this one, pull out a tissue and view the video below.

I love a good story and here’s another that was passed on to me. A high school student was hit by a drunk driver, suffered a brain injury and was being treated at Inova Mount Vernon Hospital. The patient progressed quickly in her motor skills, but cognitively was very impaired and had difficulty engaging in therapy. Her PT Rehab Clinical Specialist, Kathy White-Wenger, wanted to address one higher level of balance before moving her from physical therapy to speech therapy. The patient had been on her high schools dance team before the accident so Kathy asked that she teach her one of the school’s drill team routines. Kathy’s colleagues as well as the other patients in the gym had the pleasure of watching Kathy and the patient perform this high-kicking, hip shaking routine in the gym. In that one session, Kathy got more out of the patient in terms of initiation, memory and attention than the patient displayed her entire stay. That hysterical dance routine even got the patient smiling for the first time as Kathy tried to keep up with this 16 year old! Years later the patient came back to visit and catch the staff up on her progress. She finished high school, went to college and studied to be a physical therapist, just like Kathy.

Now tell me that didn’t put a little lump in your throat! This story was recently read at Inova Mount Vernon Hospital’s service awards by Angie Knutson in celebration of Kathy’s 30 years with Inova and I’m so grateful it was shared with me.

We all love to hear a good story. So please share them. Share them with your colleagues and leaders. Share them with InovaTV. Share them with me. Stories create fond memories and set a guide for the future. They unlock the why behind what we do, which is seek every opportunity to meet the unique needs of each person we are privileged to serve – every time, every touch.

“When you come in with a full heart with your smile already there, somebody’s always gonna smile – regardless!”

Raise your hand if you know the brilliant orator who uttered these words late one night. Excellent, I see that well over 2,600 hands went up. Actually, maybe it’s a few more since I last checked the number of hits this particular InovaTV segment has been viewed.

Lydia Mabika, RN at our Family Centered Care unit in our children’s hospital knows what patient satisfaction looks like, she knows what good management looks like, and she knows what helpful and fun colleagues look like. Is that why she smiles? Or does she have these things in her life because she smiles?

Ultimately, we are all responsible for our own happiness or unhappiness. I have found that when I learn to let go of my fears and doubts, I am rewarded with the wisdom to see the good in everyone and gain the ability to communicate with my heart. It only takes a moment to stop and put these reminders into place. To let our natural warmth, empathy, gratitude, love and compassion shine through. For me, this brings everyone into focus and reminds me that we are all in this together. And I’m not just talking about at Inova, this moment can happen while paying for groceries or standing in line at the DMV.

Generosity is our willingness to share what we have, which can include time, skills, lending an ear and passing on compliments. It’s been said that whatever affects us affects those around us and therefore the world in which we live. At Inova, patient satisfaction is not just a job or a role, it’s a responsibility and it’s folks like Lydia that remind us how easy this can be with the right attitude. Therefore, I’d like to close with another Lydia quote on smiling, “When you love what you do, it just kind of comes naturally.” Thanks Lydia for loving what you do and for putting a smile on my face!

Ten minutes before her shift in the SkyLight Cafe at Fairfax Hospital began, Sylvia Turkson noticed a visitor who seemed a bit confused. “I like working around people,” Sylvia said, “so it was natural for me to approach her and offer assistance.” The woman was from Chicago and had been on vacation with her husband who became ill and was now a patient. Sylvia helped the woman make some food choices, escorted her to a table and sat and listened for a few minutes as the woman shared with Sylvia her exhaustion from being up all night and out of sorts. “In that ten minutes,” Sylvia said, “we became friends.”

You never know how your life can change in an instant. One moment you are a tourist from Chicago, the next you are so stressed you don’t know what to eat early in the day after no sleep. Then you are helped by someone like Sylvia who says, “I love working here and I’m always happy when customers come to me. Every little thing I do for them makes their day a bit better. And mine too. Once I asked a staff member how he was doing and he said I was the first person all day to ask him that. And it was 5:00 p.m! But these are all my friends. In the morning I leave home and get on the bus and I come to my Inova home.”

I heard this story through the grapevine from an astute director who, like Sylvia, is a people person. She saw Sylvia engrossed in a book one day and stopped to ask her what had her so intrigued. Turns out the woman visiting from Chicago had stopped by Sylvia’s station one more time before leaving town to thank her for her kindness and friendship and left her with the book she’d just finished reading. Sylvia was appreciative, but embarrassed by the attention, my friend told me, because in Sylvia’s mind, she was the beneficiary of feeling good. The director who passed this story on is so impressed that Sylvia not only nourishes the staff and visitors with food, but with kindness and wisdom too. What have you heard through the grapevine lately?

Would I rather be at my desk working on strategic plans or playing with Lego’s and cute babies? Well, that’s kind of a no-brainer and while the first is necessary, the second energizes me!

We were so honored to have Maureen McDonnell, the First Lady of Virginia, join us along with a host of other dignitaries including members of the Inova family to celebrate the groundbreaking for the Inova Women’s Hospital and Inova Children’s Hospital. As you can see from the photos, we had Lego’s representing the children’s hospital. For the women’s side, we launched a social media campaign where folks were given the opportunity to complete the sentence, “I am an Inova woman because ….” As I stopped to watch a few people write out their thoughts and pose for a photo, I was filled with pride over the heartwarming comments and the chance to see how much we are loved and appreciated. So often we plug along doing our daily tasks and forget our impact. It was great to see firsthand our many accomplishments and the way we touch peoples’ lives.

At one point I looked over at the South Tower which is nearing completion and reflected on how it didn’t seem that long ago that we were celebrating that groundbreaking and now we are starting anew with another fabulous plan to provide even more world class care in our community. In the blink of an eye we’ll be back for this ribbon cutting and I hope to also be able to look over at another new project on the horizon.

I’m sure you’ll agree that so often our ideas and projects feel insurmountable at times, but when there are so many committed team members involved, these dreams become reality! As a well known athletic company likes to say, “Just Do It,” I can stand back and look at our accomplishments and say, “we did it and are still doing it!” What projects are you anxious to start that currently seem overwhelming?

If you happen to hear raucous laughter as you walk past the conference room at the EpicCenter over on Backlick Road on a Thursday morning, you might think there isn’t much work getting done.  However, listen a little harder and you will know it’s all for the good of Inova – which ultimately means providing excellent patient care. How did I make that leap?

Because with the EpicCare Implementation Team (which is a microcosm of Inova’s employees), we are dealing with a group of very high-performer, Type-A personalities who know that everything we do boils down to providing excellent patient care.  These team members have been working long, hard hours – nights and weekends – doing whatever it takes to prepare for the big go-live days. Indeed this is a group in need of a moment or two of laughter. And this is part of Maggie Cornett’s job as the Director of the EpicCare Implementation.

“You’ve got to make it fun because it’s so intense,” said Carmen Crespo, March’s winner of the Overachiever Award. Carmen is one of the many who are willing to work any hour, day or night. She is the Team Lead for the Orders Team and can often be found at her desk on Sundays and answering emails from home on Saturday night.

Maggie created this Overachiever Award to recognize those who achieve more success than expected. She introduces a new winner each week at the team’s staff meeting.  The winner is presented with a framed certificate. The winner is also granted temporary possession of the Overachiever statue for a week or until the next winner is chosen. As you can imagine, EpicCare has many overachievers, so sometimes the purpose of the award is to poke fun. Patricia Mook, the first winner, won the award for not answering an email in a timely manner. She left work on a Friday at 6 pm and an email question came in half an hour later. Patricia didn’t pick up the email until Monday morning and felt terrible that she hadn’t checked. Maggie realizes that it is people like Patricia who pour their heart and soul into their work and therefore need to be reminded that their efforts are appreciated and they need to ease up on themselves too.

What is your game plan for rewards, recognition and fun?