Last week, a loved one in another city was rushed to a hospital, one where we had no sense of the culture or care she would receive. And because she was transported by ambulance in the middle of the night, we didn’t have time to research or choose a specific hospital.
I was terrified.
Yet from the moment I arrived a few hours later, something immediately stood out. The staff seemed deeply engaged, genuinely happy, and clearly connected to a purpose beyond the work itself.
Even in the busy Emergency Department, her nurse was responsive, caring, and focused on our needs. Every practitioner took time to explain the diagnosis and options, answer questions, and encourage us to call if we needed any additional information.
When I got lost looking for the cafeteria, a friendly team member showed me the way. When I expressed confusion about transportation to and from the hospital, a nurse took time to explain a lesser-known bus route. One person even stopped to show me some options of places near the unit where I could have private conversations.
After surgery, Lawson, our nurse for the next few days, was extraordinary—warm, attentive, and consistently present. It’s hard to fully express how much his care meant during what was an otherwise difficult time.
As someone who works with organizations on culture and leadership, I found myself noticing how the team operated. It was clear that we didn’t just luck out with good people; we found a good culture, one that permeated every interaction.
I could see it in how team members spoke with each other, in the pride they took in their work, and in how they engaged with patients and families. The values posted on the wall weren’t just posters. The actions listed there were actually lived.
That’s what a strong work culture looks like. It’s what happens when people are connected to purpose, when leaders support their teams, and when values are more than words on a wall.
And here’s what I know from my work: that kind of culture doesn’t happen by accident. It’s built, intentionally and consistently, at every level of an organization.
I’m grateful beyond words to Lawson and the whole team. They reminded me, in the most personal way possible, why this work matters—and the profound impact it has on everyone it touches.