What is Your Why?

When it comes to our patients, how we deliver care is just as important as the care itself. Every interaction, every word, every moment of presence and every act of compassion shapes how our patients feel. It’s not just about medical treatment—it’s the entire experience we create.

Returning to our “why” we chose healthcare can help us be more intentional in the way we connect with our patients, and being intentional creates trust that lasts far beyond our patients’ visit. 

Chief Nursing Officer Michelle Franklin began her journey with Carilion in 1990 and shares the personal experiences that shaped her passion for healthcare:

"My journey—and my sense of purpose—began in a deeply personal way. Nursing was not my original plan; I entered college intending to pursue a degree in education. That path changed unexpectedly when I became a caregiver for my grandparents. Through that experience, I learned what it truly means to support others with patience, dignity, and compassion. Those moments sparked a heart for service and led me to nursing, where I discovered how meaningful it is to care for people with empathy and respect. 

Over time, I’ve come to realize that this calling is about more than being a nurse—it’s about showing up for others in both the highs and the lows of their journey. That presence is essential in healthcare. Even now, more than 35 years later, certain patients remain with me. It’s not always the moments of life-sustaining care that stand out most, but the quiet, human ones. I remember helping a patient put on and tie his shoes. He broke down in tears and shared that no one had helped him with something so simple since his wife had passed away. In that moment, it became clear that this work is rooted in the human experience—how we show up when patients and families need us most. It’s about resisting the urge to appear rushed or burdened, and instead pausing, even briefly, to offer meaningful help and genuine kindness. 

That same mindset must extend beyond our patients to the way we care for one another as team members. Just as our patients deserve to be seen, heard, and supported, so do the people we work alongside every day. Creating an environment where we lead with empathy, offer grace, and take the time to truly support one another strengthens not only our teams, but the care we provide. 

My early experience caring for my grandparents continues to shape my passion for healthcare today. It drives me to support and develop a workforce that serves others with both skill and heart. I encourage others to pause, to see each situation through the patient’s perspective, and to recognize the impact we can make at every touchpoint of their journey—and in every interaction with each other. That is my 'why.' It’s what grounds me on the most challenging days and gives even greater meaning to the best ones."

Leave your "why" in the comments below.