By Mark E. Smith
I’ve had the privilege of visiting Children’s Hospital of Philadelphia, which goes by CHOP, several times recently. What I’ve learned has both strengthed and questioned my faith in mankind.
During my first visit at CHOP, I was struck by the level of graciousness among all employees, from the parking attendants to the doctors. I wondered, how does an organization with thousands of employees maintain such an inspired staff across all positions? What does CHOP’s human resources department know that others don’t?
I thought about this long and hard, as among my roles at my company is to ensure that our employees understand the importance of their work, the importance of serving our customers who rely on our mobility products. Yet, the more I thought about CHOP’s workforce, I couldn’t break the code.
Then I went back. And, informally, I studied every interaction I witnessed while I was there, from my interactions with others to witnessing others interacting. What I realized was that the secret to CHOP’s amazing culture quickly became not just apparent, but I felt it in every fiber of my being: shared humanity.
See, while CHOP is a great resource as among the best pediatric hospitals in the world, no one wants to be there. Children and their families are only there because they’re going through a medical crisis or disability, often a grave condition. As a result, everyone there is going through something, and that fact is known. As an employee, patient, parent, or visitor, you know that reality – it’s unmistakable when you’re there, people are in the midst of life’s most difficult circumstances. Therefore, the culture brings out nothing but kindness, compassion, and empathy toward everyone you encounter and everyone who encounters you.
When you visit CHOP, you’re issued a daily name badge, which includes your photo. Using an inexplicable security technology to me, when you exit the complex, pink bars void your name badge, noting that you’ve left the buildings.
Every time I exit CHOP, to the parking garage, and the pink bars appear across my day name tag, a big part of me wishes that name tag remained valid in the everyday world, where we, too, intrinsically treated each other with nothing but kindness, compassion, and empathy no matter where or who we are.