Evo Terra (Host): Welcome to Neighbors Helping Neighbors, the official podcast of Ward Memorial Hospital. I'm Evo Terra, and today the hospital's CEO Leticia Rodriguez, who will be sharing insights into the motivations behind this brand new podcast, joins me talking about the importance of hospital week and the hospital's future vision.

Thanks very much for joining me, Leticia.

Leticia Rodriguez, CEO: Thank you for having me.

Host: What's the purpose of the launch of this podcast and what are you hoping it brings to the community?

Leticia Rodriguez, CEO: Well, it's a different platform that we're trying to utilize to enhance communication. And my hope is that we can reach a greater audience to disseminate information about the hospital.

Host: And how do you see this podcast helping patients and families connect more with the healthcare system?

Leticia Rodriguez, CEO: Well, I see it serving as a bridge between the organization and the community and helping them understand what all is involved in providing healthcare and resonating with those individuals that make it happen every day.

Host: I know hospital week is upon us and it's a time to celebrate healthcare professionals. What does this week mean to you personally?

Leticia Rodriguez, CEO: For me it's a time to celebrate and acknowledge our team for all the effort and the dedication they display every day. Let them know that they're appreciated and offer a week of fun activities, lighten the stresses that healthcare challenges bring every day. And just, you know, make it fun, make it special for them.

Host: And what message would you like to share with the medical staff and healthcare teams during hospital week?

Leticia Rodriguez, CEO: I think it's important to acknowledge that everyone is a valuable member of our team and that it takes a strong team, that collaborates, and ultimately that's how we are successful in what we do and bring to our community.

Host: Leticia, what makes you most proud of the people who work in the hospital? That's from medical staff to support teams and everybody in between.

Leticia Rodriguez, CEO: I think most important for me is the compassion that they display to our patients and their ability to touch their lives directly by going that extra mile. I know I've witnessed personally, some of the nurses going out and buying a certain patient, their favorite meal, or they want to indulge in something that, we don't necessarily have here in the cafeteria.

They'll go out and they'll buy it with their own money. I've seen them, various members of the team just sitting with a patient, when they're lonely, just offering that companionship and when there's no family members around.

Host: That's amazing. Sounds like that every role from nurses and doctors to housekeeping, maintenance, everyone's contributing to the patient experience. Can you talk a little bit about that?

Leticia Rodriguez, CEO: Yes, sir. That's correct. I think, you know, it's important that when a patient presents to our organization, that every encounter which begins with the front registration clerk, that they're greeted with a smile, from the moment they walk in the door, that they are important.

They're the most important person as they present, and that carries out through that transition. And the same personal touch is administered at every department, with every employee that they encounter along their way, through their healthcare experience.

Host: It sounds like you've got a real culture of appreciation that you fostered there amongst the hospital stuff. How do you do that?

Leticia Rodriguez, CEO: We encourage open communication and to lead by example by displaying professionalism and respect among others, whether that's through interactions with each other on a daily basis, interactions with our patients that present, making sure that we're exhibiting our core values by doing the right thing, even when nobody is watching.

Teamwork and trust is important to us. And also a passion for excellence. You know, we show appreciation to those team members that go above and beyond. We acknowledge them during our huddle meetings. We show, give shout outs our appreciation boards, a thank you card, for going above and beyond and just acknowledging during the selection of the Shining Star Award, recipient on a quarterly basis.

Host: What would you say to someone who works there that might not see themselves as a, let's say, a healthcare hero, but they do play a crucial role there every single day?

Leticia Rodriguez, CEO: I would say that they have chosen a noble profession where many admire their courage and their sacrifice in helping others when someone, is at their worst. And so they have the ability to bring something good to them, when they encounter that person, that may be the only human that they've encountered for the day.

So it's important for us to be at our best when they are at their worst.

Host: Let's take a shift and talk about leadership vision questions. You're the CEO. What's been the most rewarding part of leading this organization?

Leticia Rodriguez, CEO: For me, just the opportunity to improve the patient care experience, see the organization grow and the positive impact that it's had on the community. Also seeing how the new services that we've been able to add over my tenure here. The exceptional care that's being provided by our team and how it impacts others and how grateful the patients are for it.

But I also find it very rewarding and having the ability to build a culture that values compassionate care and support of the employees and their own personal and professional development. And I think when we do that and we invest in others. then they have the ability to impact those patients that they serve as well.

Host: And let's talk about some challenges in the healthcare world that your professionals might have faced recently and how the team has risen to meet them.

Leticia Rodriguez, CEO: Well here recently they've been exposed to some unfortunate deaths and the community suffering. I've seen the team rally around each other and support one another during those difficult times.

Host: How about balancing the roles of innovation and also adhering to tradition? When you lead a community hospital, how do you balance that?

Leticia Rodriguez, CEO: Well, I start by assessing the current situation, and then I identify what challenges and opportunities and or constraints need to be addressed to achieve the ultimate goal. I also identify who are my stakeholders. I ensure that I've communicated that expectation and or provided those resources needed to get that intent result.

Through the years, I've also had to adapt my leadership style, work on my own personal weaknesses in order to determine where I needed to innovate or be on the sidelines and be that resource for the team that's kind of leading that task or the charge. I also have learned, you know, being a County hospital, and not just myself, but the team how do we become creative, in making sure that we're providing the care that the community needs with limited resources that are available to us.

Host: Right. And that's a good segue Leticia to questions about looking ahead. What are some of the upcoming goals or initiatives that you're the most excited about?

Leticia Rodriguez, CEO: Well, you know, we've started or embarked on the Med Surg renovation last fall. So I'm really eager to see that renovation completed and come to fruition and to begin the discovery stage of determining second phase of that master plan, which involves a new clinic.

Host: Let's think about the community for a moment. How can the community continue to support the hospital and its staff?

Leticia Rodriguez, CEO: I think it's crucial to recognize that the services our hospital offers the community is vital, not only during crisis, but also on a regular basis. Public health is an ongoing community necessity, and the hospital and its staff is an essential part of the wellbeing and development of this community.

It's important also to be empathetic and be informed about all its contributions before making disparaging remarks that could undermine the significant efforts that are put forth daily by numerous individuals that, you know, they pour their heart and soul into this organization.

Host: Let's talk about you for a moment. I mean, oftentimes the CEO isn't seen by many of the patients that that come into the hospital on a daily basis, but what first led you into healthcare leadership?

Leticia Rodriguez, CEO: I was inspired and motivated by many mentors throughout my career that kind of steered me towards this direction. I saw the impact that they had on leading teams and also their desire to make a difference in people's lives. And so I thought, they were impactful in my decision into healthcare leadership.

Host: How do you stay inspired day to day in your role?

Leticia Rodriguez, CEO: I think for me, the most inspiring thing is that I have the ability to make a difference. I try to lead with purpose in everything that I do. I am blessed to have the ability to impact others to see their potential, just as someone saw potential in me, in my earlier years and saw something in me that I didn't necessarily see in myself. So, paying it forward, making sure that I'm making a difference is what keeps me motivated every day.

Host: Now, this was the first episode of this brand new podcast. There will be more, but what can our viewers and our listeners look forward to in future episodes?

Leticia Rodriguez, CEO: They can look forward to learning more about healthcare topics such as wellbeing or advocacy and also resonating and learning from who the wonderful healthcare professionals that are here at Ward Memorial and that make up the team, to provide the services that we do for the community.

Host: Any final thoughts or messages you'd like to leave with the listeners today?

Leticia Rodriguez, CEO: Just that they know that we're here to serve and support you during your time of need. My door is always open. I would love to hear feedback, how we can improve or serve you for the betterment of the community. If there's concerns or you don't feel like we're in the right direction I welcome that feedback, as well. We can only be as good as what we know to be. We aim to do our best, but I know there's always room for improvement.

Host: Always. Well, Leticia, this has been a great conversation and it's been a pleasure getting to know you, and setting up the podcast. So thank you very much for joining me today.

Leticia Rodriguez, CEO: Thank you.

Host: And I'll also say thank you to you for joining us today on Neighbors Helping Neighbors, brought to you by Ward Memorial Hospital.

Remember, you can always stay connected and learn more about our upcoming episodes by visiting the podcast page at wardmemorial.com/podcast. We appreciate your support and look forward to bringing you more candid conversations with our local medical experts and leaders. Thanks for listening.