At the July Managers' Forum, our leadership team heard Katul Patel speaking about finding the heart of healthcare; getting back to why we're all here. As I heard this message, I was thinking about Linda Gilson. She leads with heart and I believe that it is because of this, that she leads an outstanding team in her respective areas. Linda lives by the Core Values and I believe it is her Core and her Values, that make her team want to follow her. Linda is one of the pillars of the CHI Franciscan community and she profoundly cares about this organization and its success. This may be an old-fashioned term, but I call Linda a "Nurse's Nurse", meaning that her career is not just a job, it is something she feels passionately about.
Reverence: Linda takes the time. She takes the time to listen to a staff member who is in a quandary and needs a listening ear. She takes the time to speak with an angry customer who just had their surgery canceled but she listens to their story of frustration so that they walk away with an understanding of "why". Linda takes time, to hold a patient's hand in the PACU as they are waking up (yes, this was a story from one of her PACU nurses last week). Linda understands the reverent work of the nursing role and takes on our mission with each of her staff and every staffs' commitment to patient care.
Integrity: Linda leads with integrity; being true to herself. There may be managers who may not lean into the crucial conversation that they know, it may not go well. But not Linda. She follows her instincts and speaks her voice. Sometimes it may involve some risk but she will step up to address issues that are sometimes difficult feedback to give. It is because of this that I see her staff engaged and truly respect her. She has an ability to give this feedback in a personal way, but not in a hurtful way. It is with an intent to help an individual "find heart" in their work.
Compassion: Linda is very understanding. She takes time to listen to her team and to develop them to be better professionals but coach them to be better people. Recently, one of her nurses was seriously injured. She supported this person all throughout the healing process and it is because of this, that even though not able to return to work, this nurse still stops in to see her and thank her for supporting them throughout this difficult time. For the patient who will have to be boarded in the SADU overnight, she takes time to speak with every one of them, welcoming them to her unit and assures them that they will receive the utmost of quality patient care. And in the midst of bed shortages, it is her caring touch, that customers are still satisfied with their experience.
Excellence: Linda strives for excellence in her daily role. When I joined CHI Franciscan, I think it was her drive for excellence that impressed me the most. She is willing to go that extra mile to assure quality was exceeded. She communicates with her team as to what quality measures are and how we're doing with achieving results. When productivity targets changed, she rolled her sleeves up (scrub sleeves, that is) and collaborated with her charge nurses as to how this could be accomplished. She acts as a role model to staff in the pursuit of excellence every day in our patient care and customer service. She rounds on patients and loved ones to see how their experience is and she acts as a go-to person for our medical staff. She keeps in close communication and receives feedback about her team with an open mind.
As you can see, Linda is a leader amongst leaders. She knows what it means to lead with heart and under her leadership, those with whom she serves, want to do the same. Linda is a true DAISY Nurse.