When a patient traveled several hours for medical care from her Carle Health provider and then needed an order changed for a test that night, Carle Health medical professionals worked late to make sure the patient got the care she needed the same day.
“This is what our providers do day in and day out,” Theresa Green, MSN, executive director of Carle Experience, said. “They meet or exceed our patients’ and plan members’ expectations.”
Carle Health believes in honoring team members who go out of their way to support patients, their family members and colleagues. One way is through Way to Be! awards in which team members honor co-workers, teams and leaders who demonstrate the Carle Health Values of Accountability, Compassion, Excellence, Inclusivity and Integrity. Each quarter, Carle Health honors Way to Be! winners who represent each Value, as well as Leader and Team winners.
The experience referenced above resulted in a quarterly Way to Be! Leader Award for Jacqueline Yu, MD.
Dr. Yu’s story, and the experiences of all Carle Health’s latest quarterly Way to Be! winners, follow:
LEADER
Jacqueline Yu, MD, family medicine physician and associate medical director of Carle Hoopeston Regional Health Center
A Hoopeston clinic patient who had recently relocated several hours away returned for an appointment with her Carle Health provider for needed medical care. Then she waited for a follow-up test that evening.
But the patient discovered, after her primary care provider had left for the day, that the test order needed to be updated. The distraught patient went to Hoopeston Convenient Care. They called Dr. Yu. She updated the order so the test could be done that night, working with the patient advisory nurse, patient service representative, convenient care provider, radiology and the mammography tech who performed the test.
“What I did was just one aspect of how our team worked together to help this patient,” Dr. Yu said. “The patient would have left frustrated if it wasn‘t for this team working together, providing compassionate care.”
TEAM
7 Crescent and 7 Pavilion team at Carle Health Methodist Hospital
Whitney Lefler, a certified nursing assistant, is a healthcare technician on 7 Crescent. When the 7 Crescent and 7 Pavilion team found out that her only child was soon to be deployed to Kuwait, they generously supported her to rent a car to drive to New York to see him before his deployment, they coordinated coverage while she was away, and one co-worker joined her on the trip.
“We are a team not only because we work together but because we respect, trust and care for one another,” Lefler said.
“This team deserves this award, not just because of this act of kindness, but because I see the great things they do for each other every day,” Amanda Rossetto, BSN, RN-BC, nurse manager for 7 Crescent, 7 Pavilion and 8 Crescent, said.
ACCOUNTABILITY
Deidre Garcia, RN, MSN, interventional coordinator for psychiatry at Carle Champaign on Mattis
A patient was referred to Interventional Psychiatry services for a specific treatment. A consultation was scheduled for two weeks later to determine if the patient was an appropriate candidate.
When the attending psychiatrist expressed that the patient’s health needs were urgent, Garcia worked with consulting providers, including a psychiatrist who provides the treatment. The psychiatrist performed the treatment within two days, preventing psychiatric hospitalization.
“Everyone deserves to have a great quality of life,” Garcia said. “The patient was able to continue activities and their life at home with their family.”
COMPASSION
Wesley O’Bryant, recovery support specialist for Mobile Crisis Response for Trillium Place in Pekin
Mobile Crisis Response met to discuss how to enhance community behavioral healthcare. O’Bryant suggested reaching out to area schools in Tazewell and Woodford counties to inform teachers and students about the Mobile Crisis Response team, which responds to mental health crises in Tazewell and Woodford counties and the Mason District Hospital in Havana.
“The outreach from local schools went far above what we expected,” O’Bryant said. “Mobile Crisis Response was invited to many schools to make presentations to staff, leadership and school board members. We have seen an increase in those schools utilizing our services.”
INCLUSIVITY
Crystal Bryan, business service representative for the ear nose and throat, allergy and audiology clinic at Carle Richland Memorial Hospital
Many patients at the ear nose and throat, allergy and audiology clinic at Carle Richland Memorial Hospital are older and hearing impaired, making conversation with them a challenge for Bryan, whether she is talking with them in person or over the phone. Her approach is to speak slowly, enunciate, and be empathetic and understanding. During a recent phone conversation, Bryan used all her strategies until the patient understood the next steps in their care, impressing another patient in the waiting room.
“The patient deserves it,” Bryan said. “If I don’t take the extra time to get the information that I need from the patient, the patient won’t get the care that they need.”
INTEGRITY
Ken Foster, courier, Carle Foundation Hospital
Foster is based at Carle Foundation Hospital in Urbana and delivers freight, medical supplies, mail, medications, and items for the lab. He delivers and picks up items from Carle BroMenn Medical Center in Normal, Carle Mahomet and Carle LeRoy.
“He understands that any delay in deliveries could mean a delay in patient care and that will not happen with Ken on the courier route,” Trina Butler, Pathology Office Coordinator for Lab Administration at Carle BroMenn, said. “He always has a smile on his face and a welcoming presence.”
Foster said, “I believe in taking ownership for my work and I find personal satisfaction in delivering quality work.”
EXCELLENCE
Samir Shah, MD, cardiologist at Carle BroMenn Medical Center
Same-day surgery requested an add-on stress test for a patient going to surgery that morning. The cardiology department performed the test but needed a cardiologist to read the results. The provider assigned to read the results was scrubbed for a heart catheterization. Knowing the patient was awaiting surgery, Kari Amigoni, BSN, RN, cardiovascular nurse, went to the cardiovascular care unit where Dr. Shah was rounding, explained what was needed and he didn’t hesitate to read the nuclear stress test.
“Not only did Dr. Shah prevent a delay in treatment for this patient, but he also helped avoid the possibility of other surgeries being delayed as well.”
“This is what we are supposed to do,” Dr. Shah said. “It is our job to take care of the patient.”
Would you like to work with a healthcare team that supports one another, works together to make a difference in the lives of patients, and is recognized for doing so? If so, find it here.
“This is what our providers do day in and day out,” Theresa Green, MSN, executive director of Carle Experience, said. “They meet or exceed our patients’ and plan members’ expectations.”
Carle Health believes in honoring team members who go out of their way to support patients, their family members and colleagues. One way is through Way to Be! awards in which team members honor co-workers, teams and leaders who demonstrate the Carle Health Values of Accountability, Compassion, Excellence, Inclusivity and Integrity. Each quarter, Carle Health honors Way to Be! winners who represent each Value, as well as Leader and Team winners.
The experience referenced above resulted in a quarterly Way to Be! Leader Award for Jacqueline Yu, MD.
Dr. Yu’s story, and the experiences of all Carle Health’s latest quarterly Way to Be! winners, follow:
LEADER
Jacqueline Yu, MD, family medicine physician and associate medical director of Carle Hoopeston Regional Health Center
A Hoopeston clinic patient who had recently relocated several hours away returned for an appointment with her Carle Health provider for needed medical care. Then she waited for a follow-up test that evening.
But the patient discovered, after her primary care provider had left for the day, that the test order needed to be updated. The distraught patient went to Hoopeston Convenient Care. They called Dr. Yu. She updated the order so the test could be done that night, working with the patient advisory nurse, patient service representative, convenient care provider, radiology and the mammography tech who performed the test.
“What I did was just one aspect of how our team worked together to help this patient,” Dr. Yu said. “The patient would have left frustrated if it wasn‘t for this team working together, providing compassionate care.”
TEAM
7 Crescent and 7 Pavilion team at Carle Health Methodist Hospital
Whitney Lefler, a certified nursing assistant, is a healthcare technician on 7 Crescent. When the 7 Crescent and 7 Pavilion team found out that her only child was soon to be deployed to Kuwait, they generously supported her to rent a car to drive to New York to see him before his deployment, they coordinated coverage while she was away, and one co-worker joined her on the trip.
“We are a team not only because we work together but because we respect, trust and care for one another,” Lefler said.
“This team deserves this award, not just because of this act of kindness, but because I see the great things they do for each other every day,” Amanda Rossetto, BSN, RN-BC, nurse manager for 7 Crescent, 7 Pavilion and 8 Crescent, said.
ACCOUNTABILITY
Deidre Garcia, RN, MSN, interventional coordinator for psychiatry at Carle Champaign on Mattis
A patient was referred to Interventional Psychiatry services for a specific treatment. A consultation was scheduled for two weeks later to determine if the patient was an appropriate candidate.
When the attending psychiatrist expressed that the patient’s health needs were urgent, Garcia worked with consulting providers, including a psychiatrist who provides the treatment. The psychiatrist performed the treatment within two days, preventing psychiatric hospitalization.
“Everyone deserves to have a great quality of life,” Garcia said. “The patient was able to continue activities and their life at home with their family.”
COMPASSION
Wesley O’Bryant, recovery support specialist for Mobile Crisis Response for Trillium Place in Pekin
Mobile Crisis Response met to discuss how to enhance community behavioral healthcare. O’Bryant suggested reaching out to area schools in Tazewell and Woodford counties to inform teachers and students about the Mobile Crisis Response team, which responds to mental health crises in Tazewell and Woodford counties and the Mason District Hospital in Havana.
“The outreach from local schools went far above what we expected,” O’Bryant said. “Mobile Crisis Response was invited to many schools to make presentations to staff, leadership and school board members. We have seen an increase in those schools utilizing our services.”
INCLUSIVITY
Crystal Bryan, business service representative for the ear nose and throat, allergy and audiology clinic at Carle Richland Memorial Hospital
Many patients at the ear nose and throat, allergy and audiology clinic at Carle Richland Memorial Hospital are older and hearing impaired, making conversation with them a challenge for Bryan, whether she is talking with them in person or over the phone. Her approach is to speak slowly, enunciate, and be empathetic and understanding. During a recent phone conversation, Bryan used all her strategies until the patient understood the next steps in their care, impressing another patient in the waiting room.
“The patient deserves it,” Bryan said. “If I don’t take the extra time to get the information that I need from the patient, the patient won’t get the care that they need.”
INTEGRITY
Ken Foster, courier, Carle Foundation Hospital
Foster is based at Carle Foundation Hospital in Urbana and delivers freight, medical supplies, mail, medications, and items for the lab. He delivers and picks up items from Carle BroMenn Medical Center in Normal, Carle Mahomet and Carle LeRoy.
“He understands that any delay in deliveries could mean a delay in patient care and that will not happen with Ken on the courier route,” Trina Butler, Pathology Office Coordinator for Lab Administration at Carle BroMenn, said. “He always has a smile on his face and a welcoming presence.”
Foster said, “I believe in taking ownership for my work and I find personal satisfaction in delivering quality work.”
EXCELLENCE
Samir Shah, MD, cardiologist at Carle BroMenn Medical Center
Same-day surgery requested an add-on stress test for a patient going to surgery that morning. The cardiology department performed the test but needed a cardiologist to read the results. The provider assigned to read the results was scrubbed for a heart catheterization. Knowing the patient was awaiting surgery, Kari Amigoni, BSN, RN, cardiovascular nurse, went to the cardiovascular care unit where Dr. Shah was rounding, explained what was needed and he didn’t hesitate to read the nuclear stress test.
“Not only did Dr. Shah prevent a delay in treatment for this patient, but he also helped avoid the possibility of other surgeries being delayed as well.”
“This is what we are supposed to do,” Dr. Shah said. “It is our job to take care of the patient.”
Would you like to work with a healthcare team that supports one another, works together to make a difference in the lives of patients, and is recognized for doing so? If so, find it here.
Categories: Culture of Quality
Tags: Awards, BroMenn, Curtis, Experience, Foundation, Hoopeston, Methodist, Recognitions, Richland, Trillium