Impacting Change Through Challenge

While talking with volunteers at the information desk, in walks the sweetest elderly couple. Both were in their mid to late 80s. The wife is using a cane with one hand and holding onto her husband for support with the other.

An early August day, outside temperatures were in the upper 90s. It was my first week working within a $40M health system as interim CEO and consultant. The facility offered a vast array of both general and specialized services. Without counting the licensed beds, one would never know it was not an urban health system, but rather a Critical Access Hospital.

As they approach, I greet them with a smile and ask if there’s anything I can do to help. The husband said they were here for some laboratory work.

The long walk from the parking lot during the heat of the day had clearly taken its toll on them both, but thankfully, the Laboratory/Radiology department was nearby. The lab tech quickly came out, offering the husband a seat in the hallway and taking the wife back into the offices for her blood work.

I looked around and noticed the “waiting area” consisted of a few hard-plastic chairs sitting in a major traffic area right off the main lobby.

Little did I know what awaited me, as I told the husband I would get him some ice water and be right back. That is when the adventure began … Read Full Article

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