“Patients may not know our five values by heart, but they know them when they experience them. I CARE is the engine that runs Leading Medicine. Patients come to our hospitals for our clinical expertise and innovative treatments, but they come back because of the extraordinary patient experience that results from these values.” – Dr. Marc Boom, president and CEO of Houston Methodist
By Kelli Gifford One evening, a woman with Alzheimer’s disease was admitted to the Houston Methodist Hospital Jones 8 Observation Unit confused and combative. Her husband, whom she had been with since they were 15 years old, accompanied her after making a three-hour drive to Houston. He refused a sitter or restraints for his wife and also refused to let medical staff enter the room to take vital signs. The primary RN was stressed. Penny Manapul, the charge nurse on duty, noticed the nurse’s anxiety and pulled her aside to calmly talk to her and listen. Manapul then spent more than an hour talking with the husband.
she was his first love and he didn’t want other people to see her like that. He explained that it was difficult for someone who doesn’t understand who she is to see her like that. We ended up reaching a compromise.” Because the husband never left the room, Manapul understood how tired he must be and noticed that he hadn’t eaten anything other than whatever was left on his wife’s tray after she finished. Manapul bought him lunch and the next day brought him coffee and breakfast. “I didn’t think anyone noticed,” she said.
THE GOLD “I explained to him that it’s really important for patient safety if we could compromise on how we can take care of his wife,” Manapul said. “He told me that she was getting worse. He said
But they did. This particular incident was among a myriad of reasons Manapul was awarded a Houston Methodist I CARE Award.
One of the nurses who nominated Manapul stated, “Because of Penny’s commitment to quality patient care, she was able to recognize not only the needs of the patient, but also the needs of her colleague and the patient’s husband.”
“EVERY DAY I THINK ABOUT HOW I CAN EXEMPLIFY THIS BADGE.” I CARE Award winners receive a cash prize and a gold badge, an outward symbol of going above and beyond to carry out the I CARE values. The award was established in 2001 after Tropical Storm Allison flooded the Texas Medical Center and caused tremendous damage to Houston Methodist Hospital. During this difficult time, talks began to happen about improving the culture at Houston Methodist and employees ultimately chose our values ― I CARE ― standing for integrity, compassion, accountability, respect and excellence.
Photo left: Lisa Frankart, RN, Houston Methodist St. John Hospital LEADERS IN NURSING | WINTER 2017 11