Where does health care begin?
When we think of health care, we often think of doctors and nurses. We might expand that a bit to include physiotherapists, dieticians, and the list goes on. When I think of health care, and specifically hospital visits, I acknowledge that health care actually begins before I ever enter the hospital, and ends after I’ve left. My first and last encounter with a “health care provider” happens in the parkade.
Hospital parkades can be stressful, as lack of space and the time it takes to wind your way through often leaves you with less time than expected to get where you’re going. And the same stress can happen on the way out - especially if you leave at shift change when the lot is jammed with others leaving, or when your credit card or already paid “ticket” won’t work and you’re anticipating rush hour traffic and contstruction filled roads, along with all the medical thoughts and concerns swirling in your head.
Entry to the parkade is a more passive health care encounter than leaving time. But over the final months of Haley’s life, I began to look forward to spotting two special individuals sitting in the parkade booth. As I drove in, I would often see one of them, interacting with others as they were leaving the parkade. Noticing those interactions would brighten even my darkest days, knowing that they were treating someone else who had had a long or short, potentially stressful visit to the hospital with the same genuine kindness they always extended to me upon my departure.
At the end of my hospital day, our interaction would be brief, but warm and compassionate, like a gentle hug good-bye. They came to know me as I came to know them, through fleeting exchanges, and they were always ready with an encouraging smile which somehow gave me the strength I needed as I was often distracted, stressed and anxious as I left the hospital. I never learned their names, but their faces are unforgettable.
The lovely woman is still there, brightening people’s days, some twelve years after I first encountered her. I had the pleasure and honour of presenting her with a special pin a few years ago through my work, as I felt she deserved to be recognized with a Patient and Family Centred Care Champion award. Her brief interaction with the people who come and go is such an important part of health care - the mental health, human connection part that we often don’t focus on when being treated for a physical health concern. That woman was such a bright light during those months of worry and sorrow during Haley’s end of life, and in the years that followed as I gathered my courage to step back into the hospital as a volunteer - her warm smile often gave me the strength and comfort I needed to drive home.
The other individual became a part of Haley’s story during her inpatient days. After a few weeks of hospitalization, this man had become a welcome sight as I would leave the hospital to go home for a few hours when Greg would come to stay with Haley or when she was with me after being discharged. He always acknowledged us with a smile and a simple, but genuinely caring exchange of pleasantries as I paid my parking tab.
As time when on, Haley was introduced to a new roommate, a young girl named Sarah who was close to Haley’s age. Imagine our surprise when Sarah’s uncle stopped by to visit - and he happened to be the friendly and kind man from the parkade! Not only did he take the time to say hello to Haley and I during his visits, but he also went out of his way to bring treats, not just for his niece and her family, but for Haley and I as well. On many occasions, Haley was the grateful recipient of Timbits and hot chocolate - I was amazed that he would do this for her! We never learned his name, but instead called him our “Tim Hortons angel.” I was and still am in awe of this generosity and kindness.
Hidden health care providers - they are everywhere if you look for them!