A Hospital CEO on "Best Practices" in Hope

PiC talked with Lawrence Hospital CEO Edward Dinan about healthcare, chaplaincy, and the importance of quality in today’s marketplace. In an office where a grandfather clock tolls the hour, the shelves seem to hold more than the usual CEO’s share of books.

PiC: I notice you’re reading a business book on Old Testament leaders. Any particular reason?

Dinan: It was a gift. I’ve just finished the chapter, “My Journey with Moses.” I have a collection of such books, including Jesus, CEO, one of my favorites. Reading like this provides a critical opportunity to reflect on one’s leadership values . . . It’s easy to forget that at the end of the day you’re here to serve.

PiC: So spirituality plays a role in your leadership equation?

Dinan: From our standpoint there are three parts of healing ? body, mind, and spirit. We have clinical experts to take care of the body. Next comes what I call “mind service time:” The process of diagnosis is begun; tests are ordered. And the patient wonders “How long is this going to take?” “Is the staff going to be friendly?” “Is it too cold in here?” Then, virtually all patients experience some kind of fear, and most, in their own private way, will start looking to the spiritual.

PiC: Is this connection to the spirit one you’ve always recognized?

Dinan: I spent ten years working for the Daughters of Charity [in Maryland]. One of the sisters there said that the purpose of healthcare is to extend the healing ministry of God. I realized in that hospital it was okay for people to bring religion?any religion?to work with them. I wondered why this wasn’t so obvious in other hospitals.

PiC: And when you came to Lawrence Hospital?

Dinan: Spirituality definitely has and still plays a big role at Lawrence. I was a little surprised, considering Lawrence is a secular hospital. But I learned very quickly that the chaplaincy program is very important here, and is strongly supported by the board of governors. I have come to appreciate how it keeps our hospital alive. The HealthCare Chaplaincy is like the eternal flame; and Sarah [the Rev. Dr. Sarah Fogg, HCC chaplain at Lawrence] will not let that flame go out.

PiC: How does chaplaincy make a difference?

	Edward Dinan and his wife, Carol, at The Chaplaincy's pre-benefit cocktail party

Dinan: In so many ways. The obvious is in what Sarah does, personally ministering to patients, coordinating the other chaplains. And chaplains play an important role on our ethics committee. But beyond that, the staff know that spirituality is an important part of what we do here, and that they themselves, when there is a crisis, can turn to a chaplain.
One of our core values at Lawrence is quality, achieved through continuous improvement, based on recognized standards of excellence. The HealthCare Chaplaincy is a recognized standard of excellence. They are a group of experts that focus on the best practices in hospital spiritual care.
People come to Lawrence for one reason: hope. Hope that we can fix them. Hope that whatever’s wrong with them isn’t serious. Hope that when the baby is born, it will be healthy. And hope that if death is the eventual outcome, it comes with dignity.

PiC: How has your faith impacted your work life?

Dinan: I’m a Roman Catholic. For a long time, religion was part of my private life. But when I was CEO [with the Daughters of Charity] I realized the impact of my decisions on patients, families, and staff members. It was humbling.
When I get letters, people are very appreciative of our clinical competence. But when they compliment us, they compliment the staff, the compassion they received from them. It all comes down to caring for the spirit, recognizing the dignity and worth of each person.
Our “Big Heart” program—we recognize staff each month for acts of kindness—and HCC’s Wholeness of Life Award also acknowledge these kinds of contributions. We are family, and we celebrate our successes together. For instance, we play Brahms’s Lullaby over the PA whenever a baby is born. Everyone smiles because there is new hope.