Empathy

The healthcare community is unique in that they are searching for and expecting much more than what they might get from a car company or airline when it comes to social media. They are looking for empathy. Compassion. A deeper connection than most from their provider.

I see firsthand the challenges that many members of our community are dealing with. The tremulous wait for a donor heart. A solid diagnosis to a long and heady ailment. More time and resources to do everything and anything for a patient. These challenges affect our patients, our employees, and are felt by those that know them. They seek comfort and answers to one of the hardest questions - why?

In telling a patient's story through the use of social media tools, I find it's more than okay to add a personal message - it's not just okay, it should be done. Regardless of what faith any of us subscribe to, wishing our patients, employees and community well lets them know we're not just in it for the story.

We were recently made aware of a young woman who is in dire need of a heart transplant - she is on the list, awaiting a donor, and received an LVAD to keep her heart beating. Her father has been keeping a blog of her progress, and is candid in what she's going through and how he's feeling. Frequently, prayers are listed and pleas to a higher power are made as they seek an happy resolution to Megan's situation. I posted an interview this morning that her father did with a local station over the weekend. I didn't hesitate to add at the end of the post how we are pulling for her. We pull for all of our patients. When we tell their stories, we should say so.

So whether it's healthcare or another non-profit organization, it's important to give tribute and show our feelings to those who are so selflessly giving of their stories. That's what engagement and relationship-building is about - the caring.