Where some people may see only painted rocks, Erika Hartter, her team and their patients see inspiration.
Hartter, BSW, MHA, patient care manager for Carle Health Family Medicine of Canton, recently revived a kindness rocks project. The uplifting images and messages painted and drawn on rocks have been a colorful distraction for patients, reducing anxiety and increasing joy.
“The goal of the project is to give others inspiration in their time of need and joy where they aren’t expecting it,” Hartter said. “We have created moments of joy that can change a person’s day, their outlook and maybe even their whole life.”
The success of the ongoing project earned Hartter the latest Carle Health quarterly Way to Be! Leader Award.
Each quarter, the organization recognizes team members who live the Carle Health Values of Accountability, Compassion, Excellence, Inclusivity and Integrity with Way to Be! awards named for each Value. Way to Be! awards also are presented to leaders and teams who illustrate those Values.
The latest Way to Be! winners and their stories are:
LEADER
Erika Hartter, patient care manager, Carle Health Family Medicine of Canton
During spring 2024, Hartter began a kindness rocks project that she had directed at another clinic a few years ago. She brought in river rock, a box of paint, brushes and Sharpies. Team members painted the rocks with inspiring messages, such as “You are worth it”, and left the rocks in the Canton clinic’s registration area, in exam rooms and in the garden. Patients take rocks that speak to them and some patients create their own kindness rocks.
The project has increased engagement and reduced anxiety among patients.
“Our vision at Carle Health is to provide world-class service,” Hartter said. “World-class service starts with a world-class team. A world-class team starts with thinking outside the box. The rock project is an example of thinking outside the box.”
COMPASSION
Hannah Johnson, APRN, nurse practitioner in critical care, Carle Foundation Hospital
Johnson was caring for a patient with an injury from which he would not recover. The patient’s family chose organ donation. Johnson cared for the patient and supported the family over several days. On the day of the donation, Johnson asked to be assigned to care for the patient even though the patient was not on her rounding shift that day. She stayed after her shift ended to support the family and help with the donation.
“I felt I had a responsibility to see it through,” Johnson said. “It was a tragic passing but it’s an honor and privilege to help a patient to pass with dignity and know they will help others.”
EXCELLENCE
Sara Ray, certified medical assistant program coordinator, Carle Mattoon on Hurst
Ray spoke on the phone with a patient who appeared to be having a mental health episode. Ray called for emergency medical services but the patient refused medical care.
Ray had several phone conversations with the patient over two days and discovered the patient had physical health symptoms as well. She spoke with EMS, the patient’s primary care provider, psychiatrist and a family member and told the patient their concerns. The patient agreed to medical care and was transported to a hospital. The patient was diagnosed with several health conditions and treated over several weeks. A doctor said the patient may have died if Ray hadn’t been understanding and persistent.
“While helping to save someone’s life feels awesome, I don’t feel like I went over and above,” Ray said.
ACCOUNTABILITY
Jessica Acuña, medical interpreter, Carle Health
Acuña took on scheduling responsibilities for Carle Health Interpreter Services while retaining medical interpreter duties. She refined and improved the scheduling process, making it better for patients who need interpreter services and the team members who serve them.
“I saw there was room to make better use of our resources and to prioritize those resources based on the patients’ and the organizations’ needs,” Acuña said. “In this way, we could serve our patients better. With non-English-speaking patients, the needs and challenges can be greater, so it is key to adequately provide our services to ensure the patients’ well-being.”
INCLUSIVITY
Samantha Suarez, pharmacy tech, Carle Rx pharmacy, Carle Foundation Hospital
A patient came to Carle Rx pharmacy at Carle Foundation Hospital asking questions about their prescription. The pharmacist answered the patient’s questions but the patient appeared confused. Suarez, who was working nearby in the pharmacy, asked the patient if he would be comfortable speaking in Spanish. The patient agreed. Suarez translated what the pharmacist said, the patient understood and left the pharmacy with a good understanding of their potentially life-saving medicine and how to use it.
“I believe that everyone deserves to have equal treatment and tools for ensuring they receive proper healthcare, even if there may be a language barrier,” Suarez said. “Spanish is my second language, and if I am ever able to use that to help, I am more than happy to, especially if that means someone leaves the pharmacy without feeling confused, unsure or anxious about their prescription and how to take it.”
INTEGRITY
Wade Doyle, Information Technology systems analyst, Health Alliance
The Health Alliance Pharmacy department discovered a data issue. Doyle’s initial fix resolved most of the problem but the Pharmacy group found that not all the data had been fixed. Doyle identified what work still needed to be done and developed a plan to resolve the matter, canceled a day off and spent that day ensuring the fix was completed.
“Someone else in my department could have handled it,” Doyle said. “I don’t want the responsibility to pass to others who are also very busy. It was my responsibility to fix it correctly.”
TEAM
Carle BroMenn Medical Center emergency department staff
When the BroMenn emergency department had a potential security issue, the emergency department and security teams resolved the matter while keeping patients and team members safe, allowing medical care to continue. Afterward, a debriefing took place and protocols for handling various security incidents were fine-tuned.
“We’re really proud of them,” Sarah Kolokolo, MSN, RN, director of emergency services and convenient care, Carle BroMenn and Carle Eureka, said. “This celebrates the great work they do every day. It also recognizes what they did in this situation to problem-solve at a moment’s notice, protecting everyone in this house.”
Would you like to work with a healthcare team that thinks creatively, cares about patients’ family members, improves processes, works on problems until they are resolved and keeps everyone safe? If so, click here.
Hartter, BSW, MHA, patient care manager for Carle Health Family Medicine of Canton, recently revived a kindness rocks project. The uplifting images and messages painted and drawn on rocks have been a colorful distraction for patients, reducing anxiety and increasing joy.
“The goal of the project is to give others inspiration in their time of need and joy where they aren’t expecting it,” Hartter said. “We have created moments of joy that can change a person’s day, their outlook and maybe even their whole life.”
The success of the ongoing project earned Hartter the latest Carle Health quarterly Way to Be! Leader Award.
Each quarter, the organization recognizes team members who live the Carle Health Values of Accountability, Compassion, Excellence, Inclusivity and Integrity with Way to Be! awards named for each Value. Way to Be! awards also are presented to leaders and teams who illustrate those Values.
The latest Way to Be! winners and their stories are:
LEADER
Erika Hartter, patient care manager, Carle Health Family Medicine of Canton
During spring 2024, Hartter began a kindness rocks project that she had directed at another clinic a few years ago. She brought in river rock, a box of paint, brushes and Sharpies. Team members painted the rocks with inspiring messages, such as “You are worth it”, and left the rocks in the Canton clinic’s registration area, in exam rooms and in the garden. Patients take rocks that speak to them and some patients create their own kindness rocks.
The project has increased engagement and reduced anxiety among patients.
“Our vision at Carle Health is to provide world-class service,” Hartter said. “World-class service starts with a world-class team. A world-class team starts with thinking outside the box. The rock project is an example of thinking outside the box.”
COMPASSION
Hannah Johnson, APRN, nurse practitioner in critical care, Carle Foundation Hospital
Johnson was caring for a patient with an injury from which he would not recover. The patient’s family chose organ donation. Johnson cared for the patient and supported the family over several days. On the day of the donation, Johnson asked to be assigned to care for the patient even though the patient was not on her rounding shift that day. She stayed after her shift ended to support the family and help with the donation.
“I felt I had a responsibility to see it through,” Johnson said. “It was a tragic passing but it’s an honor and privilege to help a patient to pass with dignity and know they will help others.”
EXCELLENCE
Sara Ray, certified medical assistant program coordinator, Carle Mattoon on Hurst
Ray spoke on the phone with a patient who appeared to be having a mental health episode. Ray called for emergency medical services but the patient refused medical care.
Ray had several phone conversations with the patient over two days and discovered the patient had physical health symptoms as well. She spoke with EMS, the patient’s primary care provider, psychiatrist and a family member and told the patient their concerns. The patient agreed to medical care and was transported to a hospital. The patient was diagnosed with several health conditions and treated over several weeks. A doctor said the patient may have died if Ray hadn’t been understanding and persistent.
“While helping to save someone’s life feels awesome, I don’t feel like I went over and above,” Ray said.
ACCOUNTABILITY
Jessica Acuña, medical interpreter, Carle Health
Acuña took on scheduling responsibilities for Carle Health Interpreter Services while retaining medical interpreter duties. She refined and improved the scheduling process, making it better for patients who need interpreter services and the team members who serve them.
“I saw there was room to make better use of our resources and to prioritize those resources based on the patients’ and the organizations’ needs,” Acuña said. “In this way, we could serve our patients better. With non-English-speaking patients, the needs and challenges can be greater, so it is key to adequately provide our services to ensure the patients’ well-being.”
INCLUSIVITY
Samantha Suarez, pharmacy tech, Carle Rx pharmacy, Carle Foundation Hospital
A patient came to Carle Rx pharmacy at Carle Foundation Hospital asking questions about their prescription. The pharmacist answered the patient’s questions but the patient appeared confused. Suarez, who was working nearby in the pharmacy, asked the patient if he would be comfortable speaking in Spanish. The patient agreed. Suarez translated what the pharmacist said, the patient understood and left the pharmacy with a good understanding of their potentially life-saving medicine and how to use it.
“I believe that everyone deserves to have equal treatment and tools for ensuring they receive proper healthcare, even if there may be a language barrier,” Suarez said. “Spanish is my second language, and if I am ever able to use that to help, I am more than happy to, especially if that means someone leaves the pharmacy without feeling confused, unsure or anxious about their prescription and how to take it.”
INTEGRITY
Wade Doyle, Information Technology systems analyst, Health Alliance
The Health Alliance Pharmacy department discovered a data issue. Doyle’s initial fix resolved most of the problem but the Pharmacy group found that not all the data had been fixed. Doyle identified what work still needed to be done and developed a plan to resolve the matter, canceled a day off and spent that day ensuring the fix was completed.
“Someone else in my department could have handled it,” Doyle said. “I don’t want the responsibility to pass to others who are also very busy. It was my responsibility to fix it correctly.”
TEAM
Carle BroMenn Medical Center emergency department staff
When the BroMenn emergency department had a potential security issue, the emergency department and security teams resolved the matter while keeping patients and team members safe, allowing medical care to continue. Afterward, a debriefing took place and protocols for handling various security incidents were fine-tuned.
“We’re really proud of them,” Sarah Kolokolo, MSN, RN, director of emergency services and convenient care, Carle BroMenn and Carle Eureka, said. “This celebrates the great work they do every day. It also recognizes what they did in this situation to problem-solve at a moment’s notice, protecting everyone in this house.”
Would you like to work with a healthcare team that thinks creatively, cares about patients’ family members, improves processes, works on problems until they are resolved and keeps everyone safe? If so, click here.
Categories: Culture of Quality
Tags: awards, healthcare, recognition, team, values