Kindness, Empathy, & Poise – Go-Live Mantra

kindness empathy and poise

The prevalent mantra of the Epic Together journey is “Kindness, Empathy, & Poise,” in our interactions with customers and colleagues. This phrase reminds all of us to recognize that as change happens, we achieve positive results when we work together. Applying this to all waves of our Epic Electronic Health Record (EHR) system implementation has a lasting impact on the quality of care our community provides to customers and patients.



November 13, 2023, was World Kindness Day. Mark E. Manigan, President and Chief Executive Officer, reminded us that compassion for others is what binds us together.

“An important message to our community is that those at the heart of our organization are not just employees, but advocates of the care and services we provide.”



During Wave 5 Go-Live and beyond, our colleagues will be looking to the IT&S Epic Together team for guidance, support, and encouragement.

Approaching each interaction with empathy will go a long way in helping to reduce anxiety and providing the calming reassurance our customers seek says Jordan Ruch, Chief Technology Officer and Epic Together IT Project Director.

“The Epic Together project is more about people than technology,” said Jordan. “Every interaction with customers is an opportunity to demonstrate kindness, empathy, and poise. It is because of this team’s stellar approach to working with customers in previous waves that our colleagues began to embrace the change with enthusiasm and good cheer. I expect no different in Wave 5.”



Poise is the ‘graceful and elegant bearing in a person,’ by definition, which translates to the essence of how we present ourselves while helping others. Examples of poise include entering conversations with a warm smile, standing steady when complications are weighing you down, and extending a helping hand to others when they’re feeling overwhelmed.

RWJBarnabas Health employees are encouraged to help customers and patients by instilling confidence in the way we handle everyday interactions.

Updated: 11/17/2023