Minor Surgery, Powerful Reminder

There are moments in life that happen to countless people every day, yet when they happen to us, they are unique. The birth of a child, the death of a loved one, or a job interview that may be just another meeting on the calendar for the employees scheduled to meet with you, yet for you, it holds the promise of being a life-changing event.

To put such events in perspective, 385,000 babies are born every day (United Nations), 150,000 people die every day (WiseVoter), and eight months into 2022, there were 10.1 million job openings in the US (Trading Economics). Imagine the number of job interviews (virtual and in-person) it took to fill those positions.

The topic of job interviews reminds me of one of the best lessons I have ever received. About 30 years ago, I served as president of the PR subsidiary of Florida’s largest ad agency. We had an opening for a senior account executive position, and I interviewed one of the candidates. Regardless of what was going on in my day, I owed the applicant my full attention, yet that’s not what happened.

I quickly determined that she would not be a good fit for the job, so I mentally checked out of the interview, and the applicant knew it. To her credit, she complained to HR about my attitude. Within seconds of her leaving the building, the HR Director came into my office to share her disappointment with my behavior. She explained that while we cannot hire every person who walks through our doors, we CAN ensure they have a good experience with us. Point taken.

My Unique Event  

Last Thursday, I went under general anesthesia for a surgical procedure that lasted about 30 minutes. Having surgery is another one of those events that happens every day (21 million surgeries annually involving general anesthesia in the US alone), yet when you’re the one having the surgery, it’s an event. My experience inspired me to reflect on those life moments, recall my lesson learned, and appreciate the incredible care I received from a team that performs surgery and manages patients every day, yet made me feel as if I were the only patient who mattered. They make all their patients feel that way. That’s their gift.

When I arrived at the Scripps Jefferson Ambulatory Surgery Center in Oceanside, California, at 7:15 AM, my wife and I were greeted with a smile and a warm welcome. After checking in, we were asked to wait for the nurse in the lobby area. We were there for only two minutes before the nurse introduced herself. She confirmed that my wife would be available to drive me home after surgery and escorted me back.

In addition to taking my blood pressure, giving me an IV, and asking me lots of medical history-related questions (confirming what they already knew from my chart), they thoroughly explained everything that would occur that morning. She asked if I had any questions and answered them thoroughly and with care. Since the nurse who prepped me and the nurse who took me into surgery differed, the hand-off was quite impressive. I was introduced to the surgical nurse, and the two of them reviewed my chart on the computer screen and verbally confirmed everything. In the meantime, my surgeon and my anesthesiologist visited with me to ask some additional questions and answer any of my questions. Everyone involved in my care was fully present. Despite the busy environment, none of them demonstrated even a hint of being distracted. While they may do this every day, those of us being operated on do not. It was comforting and reassuring, filling me with confidence that the surgery would go as smoothly as all the events leading up to it.

Once I was wheeled into the operating room, everyone was as friendly as ever and explained what would happen next. While the anesthesia was being delivered through the IV, I was asked to take two deep breaths of oxygen. The next thing I knew, I was in the recovery room. While all this was going on, my wife received text messages apprising her of every stage – when I went into surgery, when the procedure started, when it concluded, and what time she could take me home. The last text was accompanied by a phone call letting her know that the operation was successful, along with specifics of where to pick me up. I was provided with all the information and instructions I needed to help me manage any pain and recover quickly.

Post-Op           

Pain medication was prescribed, but I never experienced any pain at any point after the surgery. While I appreciate that greatly, I left being more impressed with how good the entire team made me feel. As skilled as they may be from a purely medical perspective, my lasting impression resides in the overall quality of care.

This minor surgery is a powerful reminder of how important it is to treat people with care and dignity. If you dismiss someone, you may forget it, but they never will. Be present, be kind, and prize relationships over transactions. What you do daily may be a special moment for those you serve. A big thanks to the HR Director who set me straight and to the team at Scripps for their unwavering commitment to excellence in patient care.

Written by Leo Bottary.

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