Ideas That Work: Pamper Patients With Surprise Gifts

It feels good to go above and beyond for someone just to see them smile. That’s the reasoning behind Vance Thompson Vision’s secret service initiative, which allows anyone on the staff to spend up to $100 on a patient to wow them. “We’ve purchased coats and gloves for patients who don’t have them,” says Bill Willis, RN, director at the Sioux Falls, S.D., facility. “We purchase favorite beverages, flowers, candies and other items to share with patients to make their experience comfortable and memorable.” 

Staff members don’t need permission from leadership to surprise someone, which makes it easier for them to carry out the act of secret service. Mr. Willis says his staff loves seeing the looks of surprise on patients’ faces when they receive unexpected gifts. “It’s a great way to connect with them and to create an unforgettable memory,” says Mr. Willis. “Patients often share how special they felt with their friends and family, who just may be a patient of ours in the future.” OSM