She underwent five major surgeries and many hospitalizations in the ICU.
As deathly ill as she was, she was surprised to encounter "casual indifference" in the staff.
As a clinician, she said, she had overlooked lack of communication, discoordinated care, and sometimes complete apathy, but she sure noticed them as a patient.
"Everything matters, every person, every time" is now her message as she tries to revamp behavior at the hospital, an effort she began in 2013.
--She has created classes in CLEAR--Connect, Listen, Empathize, Align and Respect. Health care workers in these classes practice this with actors.
--Workers shadow providers to see how they do it.
--And she emphasizes to new hires that they have value and purpose--this is not just a job.
The goal: Reducing avoidable suffering. Some suffering in a medical setting is inevitable--but it can be reduced.
Good idea--more places need to do this.