CHI Health Midlands
Here’s to doing the unexpected.
It’s something security sergeant Alvin Lugod enjoys about his work at CHI Health Midlands.
“The other day, I volunteered to hand out newspapers to patients on the Medical/Surgical floor. It was midmorning and I ended up talking to a gentleman and having a really positive interaction.
“It’s a little like community policing. You don’t expect a security guard to bring your paper and take your breakfast tray away. Obviously no one wants to stay in the hospital, but that’s where they need to be. We can make it a more positive experience.”
Another way good happens at Midlands? Lugod says it’s camaraderie.
“Everyone makes everyone feel special -- whether it’s a physician or a security guard or a charge nurse. Everyone is made to feel included and special. It’s just like a family.”
It shows in how staff work together, advocating for patients by having honest and real conversations about what’s going on, and what should be going on, in the interest of providing the very best patient care.
“I grew up in a health care family. All but one of my siblings is in the health care industry, so I came in with big expectations,” Lugod said. “That high expectation has been met if not exceeded.”
Safety of patients, families and staff is Lugod’s primary role. It’s security which springs to action when, for example, an emergency room patient becomes combative. But there’s much more to his day.
“I try to help out with lift assists. I’ll get water for family members or help them find the vending areas,” he said.
It reminds people that security guards are at the core helpers. People like Lugod who will “go out of my way to help the team and make sure the patient’s experience is positive.”
On a cold January day, Lugod found a wallet in the parking lot. Reached by phone, the wallet’s owner explained that she wanted to retrieve the wallet, but did not want to risk driving to the hospital without her driver’s license. After checking with his supervisor, Lugod went the extra mile by delivering the wallet to the patient after work.
“I have not done this before as a security officer for CHI Health, but I had done it multiple times during my eight-year tenure as a police officer,” said Lugod. “What moves me to do something like this for other people is that sense of fulfillment knowing that I had helped someone in need.”
The freedom to really assist – delivering a wallet rather than holding it until the patient could find a ride -- is what makes work feel good for Lugod. “It’s that whole sense of community. That’s what stands out for me."