Hospitality & Service – behaviors in action

Hospitality & Service in action

With Hospitality Huddles underway, our culture of hospitality and service is taking root. The following story was shared by Timothy Flynn, M.D., FACS, UF College of Medicine senior associate dean for clinical affairs and UF Health Shands chief medical officer, illustrating how a positive interaction with a co-worker affected him:

Timothy C. Flynn, MD

Timothy C. Flynn, MD

“We received a very nice letter from a patient the other day. She was appreciative of the great care she received, but was also a keen observer of her environment and had an interesting observation. She watched how we treated each other. She saw in that a reflection of the care she would receive from us. She noted that people were smiling and said hello to each other and to her. She overheard positive conversations about working at UF Health. She thought we genuinely liked each other and it made her believe we were a family. This was comforting to her and made her stay with us a positive one.

This letter hit home for me just a couple of minutes ago. I was walking through the tunnel and I admit I was distracted by some issue when a nice young man pushing an empty stretcher said, ‘Hello, doc.’ I looked up and he had a smile on his face, which of course made me smile. He offered a cheerful, ‘Have a wonderful day,’ and we passed off to our respective tasks. I felt better. I said, ‘Hello’ to everyone I met after this interaction. They all smiled and said ‘Hello’ back. Even better!”

Put our Hospitality & Service behaviors into practice! June’s Behavior of the month: “Manage up” your colleagues.