Taking the Initiative to Show Gratitude
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After he had bypass surgery in early 2009, Bob O'Rourke entered the Hoeger House skilled After he had bypass surgery in early 2009, Bob O'Rourke entered the Hoeger House skilled nursing facility. He noticed the staff's friendliness. He never heard any "back-biting" among the staff. And he observed a consistency of care he attributed to the tenure most staff members have.
In 2008, O'Rourke's wife, Lou, passed away after an illness that required stays in other care facilities. O'Rourke remembers having to watch the staff's attention to Lou and reestablish expectations as caregivers left the facility and new caregivers were hired.Take the First Step
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As O'Rourke neared the end of his stay, he talked to Marsha Kitterman, the director of nursing at Good Samaritan Society Fort Collins Village, which includes Hoeger House. She attributed the differences to Good Samaritan's effort to cultivate good character.
O'Rourke did not know the Character First! vocabulary, but he wanted to thank particular individuals for the way they cared for him. So he dictated what he wanted to say, and Kitterman suggested a character quality and made up the certificates. Kitterman also arranged with human resources director Diana Schultz to present the certificates at an April 13 staff meeting. As the meeting began, Schultz called Kitterman and O'Rourke forward, and with O'Rourke sitting nearby, Kitterman read, "Thank you Darryl [McBroom] for all the prompt, courteous consideration you gave me while transporting me all over town. You always did your best to meet my needs. Thank you very much." He recognized occupational therapist assistant Pam Cipri for her gentleness. "Pam is always very professional. She is skillful, helpful, and empathetic. She has helped prepare me for the everyday tasks that I will encounter when I go home."Get the Help You Need
Be Thorough
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O'Rourke also recognized physical therapists Bob Goodman and Leann Walters; registered nurses Marjorie Morningstar, Janet LeGros, Samantha Sabo, Mark Portel, and Amanda Faycosh; and certified nursing assistants Jerica Trevena, Missy Daves, and Alexys Kippenhan.
When asked why he didn't read and present the certificates himself, Bob said, "I couldn't have kept myself together to do that." In conclusion, O'Rourke received a certificate recognizing him for gentleness-"showing consideration and personal concern for others." Several staff members added their own notes to the certificate. Night nurse Janet LeGros said, "Even though he was very sick, he always looked at each person as an individual and as someone that he wanted to get to know, and he made you feel special in everything he did." By Robert Powell with Loren Paulsson (Page 2)
Bob O'Rourke's Character Certificate from the Good Samaritan Society (page 1)
Useful Links
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In 2008, O'Rourke's wife, Lou, passed away after an illness that required stays in other care facilities. O'Rourke remembers having to watch the staff's attention to Lou and reestablish expectations as caregivers left the facility and new caregivers were hired.
Take the First Step
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O'Rourke did not know the Character First! vocabulary, but he wanted to thank particular individuals for the way they cared for him. So he dictated what he wanted to say, and Kitterman suggested a character quality and made up the certificates. Kitterman also arranged with human resources director Diana Schultz to present the certificates at an April 13 staff meeting.
Get the Help You Need
As the meeting began, Schultz called Kitterman and O'Rourke forward, and with O'Rourke sitting nearby, Kitterman read, "Thank you Darryl [McBroom] for all the prompt, courteous consideration you gave me while transporting me all over town. You always did your best to meet my needs. Thank you very much."
He recognized occupational therapist assistant Pam Cipri for her gentleness. "Pam is always very professional. She is skillful, helpful, and empathetic. She has helped prepare me for the everyday tasks that I will encounter when I go home."
Be Thorough
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When asked why he didn't read and present the certificates himself, Bob said, "I couldn't have kept myself together to do that."
In conclusion, O'Rourke received a certificate recognizing him for gentleness-"showing consideration and personal concern for others." Several staff members added their own notes to the certificate.
Night nurse Janet LeGros said, "Even though he was very sick, he always looked at each person as an individual and as someone that he wanted to get to know, and he made you feel special in everything he did."
By Robert Powell with Loren Paulsson
Bob O'Rourke's Character Certificate from the Good Samaritan Society (page 1)
(Page 2)
Useful Links