Reach Out and (Virtually) Touch Someone


It’s been a month and a half and we are, for the most part, still sheltering in place and working remotely. There are those who have grown weary of the restrictions and are anxious to get outside and back to work; I’m observing fewer people wearing masks and keeping a six foot distance from others, but most experts agree it’s still too soon to open everything back up. 

I’m concerned for those who are truly struggling; whether it’s because of isolation or working in intense conditions caring for the sick. COVID-19 is taking its toll on us, emotionally and physically, and many of us are running out of coping mechanisms. 

Which is why it was such a wonderful surprise to get a message from a friend I had in junior high. She and I didn’t go to the same elementary school and we ended up in different high schools, but for two years in Emerson Junior High, she and I were inseparable. 

We’d kept in touch over the years through various social media channels and even met for lunch several years ago, but hadn’t actually spoken for quite some time. Then, out of nowhere, she sent a message asking if I wanted to do a video call and catch up.

It was wonderful. 

It was so wonderful, in fact, that it prompted me to reach out to friends I see fairly regularly (or used to, before all this started) and set up video calls with them, too. I’m calling my brothers more often than I did and am much more active on sites like Facebook to keep in touch. 

And this is significant because I’m not a person who generally craves a lot of social interaction. I love my alone time and need some peace and quiet in order to recharge. But this pandemic has made me realize that, when all is said and done, I’m not going to look back on my life wishing I’d spent less time with my family and friends. 

Our patients, their families, and our staff are no different. 

When trying to provide the very best experience, nothing beats a personal connection: someone reaching out to you, asking how you are, what they can do to help, and offering a shoulder to lean on. 

It isn’t always our clinical and technical expertise that makes an impression on people, but the way in which we interact with them that they remember. Taking a moment to reach out with genuine concern, actively listening, and giving people a non judgemental space to talk can make a world of difference. Even after 30 years.

Author: Kate Kalthoff

It's simple: leave people, places, and things better than I found them. For more than 20 years, Katherine Kalthoff has been working to improve the way healthcare organizations connect with the people they serve. She began her career at Gift of Hope, the organ procurement organization for Illinois, approaching families and securing their consent to donate a loved one’s organs for transplant. Through compassionate, empathetic listening, Kate led the Family Services team to one of the highest consent rates in the country. From there, Kate went to Advocate Health Care, Illinois’s largest healthcare system, as a Physician Relations and Business Development Manager, improving physician satisfaction and strengthening the relationships of both the employed and independent physicians with the system as a whole. Just prior to joining Northwest Community Healthcare as the Patient Experience Officer, Kate was the first Manager of Patient Experience at DuPage Medical Group where she built a platform of organization-wide service excellence through her inspiring brand of education, training, and one-on-one coaching. A much sought-after speaker and trainer, Kate has a very simple approach to her work: leave people, places and things better than you found them.

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