Listening with the Heart

Angie Tonderum’s father, Eldon Silvers, has been in the hospital for quite a bit of time with a dementia diagnosis. 

Mary Basoco, a Food Service Aide, was engaged in the normal course of her duties at Rapid City Hospital when she happened to bring a tray of dinner to Eldon in his room. As Angie later put it in an email: “Mary took the time to listen to my dad when he was telling a story. She could have dropped the tray off and left, as I’m sure she was busy, but she didn’t. This really made my dad feel listened to and cared about.” 

Mary was just doing her natural part in making a minor effort that can – and often does – end up going a long way to improve the stay of patients at Monument Health. Thousands of such small, thoughtful, unseen gestures happen weekly, all across our facilities. But the fact that they may go without recognition does not mean that they are unimportant. Indeed, as Marcia Taylor, RN, Director of Patient Experience puts it, “Mary demonstrated that you can quickly get to know your patients and provide a very positive patient experience. A positive patient experience is unique to each patient and family member. Mary’s quick connection with both Eldon and his daughter provided comfort and reassurance.”

Given Eldon’s condition, Mary’s gesture was especially meaningful. “Kind gestures allow a connection with patients who live with dementia. Often they feel isolated. Mary reached out with a smile, a gentle touch, and a warm calm voice. She truly conveyed care, and understanding and she made him feel secure in his environment,” Marcia concluded.

Mary’s simple decision to take an extra few moments is a perfect representation of the humble ideal of our vision statement, “It starts with heart.” And for proof, you need look no further than the words Eldon’s daughter, Angie, wrote in her email praising Mary: “Thank you, Mary, for your compassion and care you showed for my dad! We appreciate you!”

Story by: Kory Lanphear