What sets HHS culinary teams apart is the genuine care and connection they forge with patients. Sonya Ricks, a Culinary Director at Richmond Community Hospital, embodies this differentiator beautifully.
Empathy in Action
"This is what I do every day," Sonya says, emphasizing that this level of care is second nature to her. "That patient is a person." She believes that while policies and procedures are essential, empathy and understanding are paramount.
Putting People First
It's this focus on the individual that defines Sonya's leadership.
A moving story illustrates her commitment to providing personalized care: a patient was depressed and had lost his appetite. Sonya took the time to visit the patient daily, offering encouragement and companionship, sharing mealtime, and watching TV together.
Sonya contacted the patient’s doctor to share her concerns. The doctor prescribed a medication to stimulate his appetite. The next day, he was sitting up, ready to eat, and his spirits lifted. This act of empathy, though seemingly simple, had a profound impact: the patient's mood improved, and he could eat again.
The Patient Ambassador Program
However, Sonya's impact extends beyond these individual acts of compassion. Understanding that providing meal choices is crucial for patient satisfaction and a positive patient experience—both of which contribute to positive HCAHPS scores—she spearheaded the implementation of a patient ambassador program.
As the first of its kind at HHS, this initiative enhances the patient experience by giving patients a greater sense of control and personalization in their meal selection. Through the program, team members visit patients to take orders and offer choices, creating a more attentive and supportive dining atmosphere.
The Power of Human Connection
Her advice to others is simple yet powerful: "If you understand that the other part of your job is to also acknowledge that person as an individual and have that empathy for their care because you can feed them all day long...but when you speak to their spirit just in conversation...you're feeding their spirit."
Sonya's story reminds us that in hospitals, food is more than just fuel. It's an opportunity to provide comfort, connection, and a moment of joy.