What We Changed

A few days after the incident, I brought my team together to recap June 12th while it was still fresh in our minds. We put together a 12-page document detailing what worked and what could have been improved. We now have a full family room policy based on our experience, and a detailed package of information and supplies are ready in each patient experience office in our hospitals. We know the support that is needed in addition to our team and the necessary creature comforts — interpreters, emergency medicine clinicians, spiritual and emotional counselors, community and law enforcement representatives, and scheduled communication from hospital officials, to name a few.