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Recharge with H.E.A.R.T.(TM) – Creating “Widgets of Trust”

In mid-October I had the privilege to spend a few days at Pueblo Community Health Center interacting with the staff as they trained to become facilitators for Recharge with H.E.A.R.T.  One of the highlights was a visit from CEO Donald Moore who kicked off the start of the second day.  In a casually delivered, extemporaneous speech he shared his philosophy on what motivated him to adopt the Recharge with H.E.A.R.T. program:  it helps with retention!

Don went on by asking us to identify what was the so-called “widget” for Pueblo Community Health Center?  Answers popped up such as healthy people or the number of visits but Don stated he believed “it was the number of times a patient invests their trust in us.”    He clarified, “our patients don’t always get better, but they can always trust us to do our best and be their advocate.”  He emphasized how important it was that we do all that we can to encourage our patients to develop long term, meaningful relationships with us.  In order to do that, he said, we need to retain good people who share that goal and investing in the well- being of our employees helps retain them.   He concluded by saying, “Adopting Recharge with H.E.A.R.T.  allows us to keep good people and build more ‘widgets of trust.’”

Written by Maureen Duffy, Project Manager – Cleveland Clinic Office of Patient Experience