At our tenth annual Hearts and Hands Conference, MC Brenda Robinson spoke about towels. Two people can look at the same towel and see something different. One sees it folded the wrong way, the other sees it ready to use. Both believe they are right. 

The towel itself is not the problem. The difference comes from how people see things.

For Jessica Ramgren, that story stayed with her long after the conference. Jessica works every day as a healthcare assistant at Gemstone, caring for residents and working closely with her coworkers. She knows that in a busy care environment, small differences in how people see things can cause big problems if they are ignored. A misunderstanding can quickly turn into frustration or even make it harder to give good care.

Jessica also knows that perception shapes nearly everything in healthcare. It affects how coworkers talk to each other during stressful moments, how problems are solved, and how decisions about residents are made. When teams take a moment to listen, understand, and accept different perspectives, tension eases and trust gradually climbs.

Back in 2016, when we created Hearts and Hands, our goal was simple. We wanted to celebrate HCAs, inspire reflection, and give them new ways to think about the care they provide every day. Over the years, the conference has grown substantially, but that mission has stayed the same. Jessica also saw another truth at the conference.

“The most valuable skill HCAs bring is the ability to connect with people,” she shared. “At times, that can mean the people whom we care for, or the coworker beside you. HCAs deliver their heart in all they do, by nature of the career.”

Connection is the foundation of safe and compassionate care. When staff feel connected, they speak up sooner and support one another more freely. They notice changes in residents more quickly. Small moments of connection can prevent larger problems.

In busy care environments, it is easy to focus on tasks. Beds must be made, medications must be given, and charts must be completed. Yet real care happens in relationships. When staff feel seen and valued, they bring their full selves to work. When coworkers understand one another’s perspectives, friction and tension decrease.

Jessica left our conference feeling empowered and confident in bringing these lessons back to her team. She encouraged open conversations, modelled curiosity rather than judgment, and reminded staff that every person in the building shared the same purpose: providing safe, respectful, compassionate care.

“Hearts and Hands always has shown how much the people we care for value us. It is the biggest reward that any HCA can ask for.”

Care is delivered by people, and each person brings their experiences, challenges, and heart to each shift. When teams connect, notice, and respond to one another, those small choices ripple outward and shape safer, stronger, and more compassionate care for residents.

From a towel to a resident, the way we notice, listen, and respond can make the difference between ordinary care and care that transforms a life.