Kindred's Commitment to Compassion

By Maggie Cunningham

Patient Experience Pillars

Kindred’s mission is to deliver the highest quality care to our patients, which we are constantly evaluating and improving through the lens of our pillars of clinical excellence: Care, Service, Function, Physicians, and, last but not least, Compassion. In the video below, Kindred’s Chief Medical Officer, Dr. Marc Rothman, addresses our company-wide commitment to compassion, how it impacts our patients, is manifested by our caregivers and is increasingly important to the future of Kindred.

Many often make the assumption that compassion is a given in healthcare. But more than likely, we can all remember a scenario when a healthcare professional left us feeling dismissed or uncared for. “At Kindred, our compassion means that no one feels that way about OUR care,” says Rothman.

At Kindred, we are in the unique position of having cared for America’s most vulnerable and frail patients for many years, even decades. For this reason, it is critical that we are ahead of the curve when it comes to compassionate care in the industry. We have the history, and it’s vital that our providers and our company lead the pack.

Benjamin Breier, President and Chief Executive Officer of Kindred Healthcare, adds, “When I think about the 100,000+ caregivers we have out there across the country… they’re doing [this type of work] because they care deeply and compassionately about the kinds of patients that we’re serving.”

To us, compassion can manifest in many simple yet significant ways, including:

  • Listening actively when patients and families are speaking
  • Making eye contact
  • Avoiding healthcare jargon that patients and families don’t generally understand
  • Respecting our patients’ privacy and comfort as they come and go from their rooms or homes
  • Acknowledging pain and suffering when they detect it

Our caregivers in the hospice division lead the way in compassion and empathy as they treat 10,000 hospice patients each day. The bodies of these individuals are capitulating to their illnesses, their minds are trying to come to grips with their mortality, and they are likely in pain. Our hospice teams understand that compassion and empathy don’t stop with the patient, but extend to their loved ones as well.

It is also critical that we instill compassion at an organizational level. Research has begun to show that organizations that support and reward compassionate behavior have higher ratings and a greater likelihood of being recommended.

Kindred will continue to foster, develop and reward compassionate caregiving as it is an essential component of our mission to deliver the highest quality care. It’s the right thing to do for our patients, and it’s the right thing to do for our company.