Piedmont Columbus Midtown Hospital/Morrison Healthcare
Nominator: Kate Collom, communications specialist, Compass One Healthcare
“Tiffany has worked in the patient services department since December 2018 and at Morrison for four years. Her daily responsibilities include managing the patient tray line to ensure patients are fed; hiring, training and coaching patient dining assistants; upholding patient dining standards and goals to ensure patient satisfaction; and collaborating with nursing leaders to ensure success between our departments.
First Example: One of our associates found out that her favorite patient tested positive for COVID-19. Our associate, devastated and nervous, came to Tiffany, crying. Tiffany investigated what to do next, and our guidelines called for her to go home and self-isolate.
This woman is a dedicated worker with children at home, so Tiffany texted her daily to see if she could help in any way. That day arrived when the associate texted Tiffany and asked for a ride to be tested for COVID-19. Tiffany put on her N95 mask, picked her up and brought her to the hospital for her test. They were both scared; Tiffany had put herself at risk, but she wanted to make sure she was OK. Fortunately, her test came back negative.
Second Example: Our patient dining associates have been on edge as they work to safely navigate how to take care of our patients during the COVID-19 outbreak. One day, before a morning meeting, Tiffany had an idea to motivate her staff and help them keep fighting.
Tiffany told them, ‘I know that we’re scared, but could we take a moment to think about how scary this must be for the COVID-19 patients in our hospital? How alone they must feel, how they’re going through the scariest thing imaginable without the people they love by their side.’
To help the patients and the staff, Tiffany asked them to take time during the day to decorate the disposable trays that we were using for their COVID-19 unit. They purchased markers for each tray so staff members could communicate with each patient.
Our associates then asked what they should communicate to these patients. Tiffany told them to write something from the heart, but most importantly, write something that would motivate them if they were in the hospital battling COVID-19
Tiffany was blown away by the response. Some wrote passages from scriptures, while others drew amazing pictures and wrote messages of encouragement. A few days later, the hospital did its first Hero Walk for a COVID-19 patient discharged from their unit. Everyone cheered as she was wheeled out to be reunited with her husband outside. But as she went by, Tiffany noticed something in a bag. She was taking her disposable tray home with her! Tiffany could not read the message on the tray, but her decision to take it home almost brought her to tears. Tiffany knew at that moment that her team made a difference.
Tiffany’s devotion to her co-workers clearly shows her commitment to her team and their well-being. Her selfless act to help her co-workers get through a difficult period helped other associates understand she cares about the them.
Her idea to communicate to our patients provided a significant and timely boost for morale for the patients, hospital staff and our department. They took her idea and brought it into fruition, their anxiety and fear lessened as we wrote messages and drew artwork on the trays. One department team member commented that decorating these trays was a bright spot in her day and it reminded her of the importance of those we serve every day. This idea had such an impact in our hospital that it was shared throughout our system of 11 hospitals and was even replicated in other hospitals where Morrison Healthcare provides foodservice.”