When a patient stopped a team member at Carle Health Methodist Hospital recently to praise the team working on the 6 Crescent floor, the patient praised the team’s care, compassion, communication skills, knowledge and teamwork.
“Everyone was all-hands-on-deck the whole time and worked together like a dream team,” the patient told Brittany Bradley, Carle Experience advisor for the Greater Peoria Service Area.
“At Carle Health, we know that world-class care means more than clinical excellence,” Theresa Green, MSN, executive director of Carle Experience, said. “It’s also working as a team, showing compassion, while explaining every step of their treatment journey.”
Carle Health, through its Way to Be! program, celebrates team members who demonstrate the healthcare system’s Values of Excellence, Integrity, Inclusivity, Compassion and Accountability. Each quarter, Carle Health honors Way to Be! winners who represent each Value, as well as Leader and Team winners.
The Carle Health Methodist 6 Crescent team earned the latest quarterly Way to Be! Team award.
Their story, and the experiences of all seven Carle Health quarterly Way to Be! winners, follow:
TEAM
Carle Health Methodist Hospital 6 Crescent team
Carle Health Methodist 6 Crescent is a respiratory medical/surgical unit. The patient said she “has not received such wonderful care, communication and compassion from a care team as she did on 6 Crescent in a very long time,” Bradley said. Team members are highly educated yet still willing to do “the dirty work,” the patient said.
Jennifer Getz, BSN, RN, ONC, nurse manager for 6 Crescent, said. “We live by an all-hands-on-deck attitude. There’s no such thing as ‘your patients’ or ‘my patients’ on our unit. Every patient belongs to all of us and that shared responsibility is what makes our care strong.”
COMPASSION
Gabbie Harnish, medical social worker at Carle BroMenn Medical Center
When a patient arrived alone at the Carle BroMenn Medical Center Emergency Department in a high-tech, motorized wheelchair that was soiled by the patient and environment, Gabbie Harnish, MSW, LSW, a medical social worker, went to work, even though she doesn’t work in environmental services.
Because it was motorized, she knew she couldn’t hose it off. Knowing the patient was a veteran, she called the VA, who referred her to the wheelchair company, where a representative explained how the device could be cleaned without damaging it. Harnish safely cleaned the wheelchair, kept it safe for the patient, then arranged for it to be taken to another facility when the patient was transferred by ambulance.
“I don’t believe it ever occurred to Gabbie that it wasn’t ‘her job’ to help in the way that she did,” Laura Wiley, MSN, RN, nurse manager for inpatient care coordination for the Carle Health Bloomington-Normal Service Area, said. “That’s important in an environment where care is provided 24/7.”
INCLUSIVITY
Marelyn “Mari” Arguellas, customer services representative in Patient Financial Services, Champaign
When a patient appeared at the Carle Physician Group Family Practice residency office in Champaign in pain, Marelyn “Mari” Arguellas, a customer services representative, worked with a nurse, who verified that the patient needed a medical procedure. Because the patient was uninsured, Arguellas asked the patient to complete a financial assistance application and explained what was happening to the patient’s family.
When the procedure was completed, the patient thanked Arguellas.
Shannon Krafcky, customer service supervisor for Patient Accounts Financial Services, said, “Marelyn is good at recognizing individual barriers that patients may be facing and she does whatever she can within her job scope to overcome those barriers.”
EXCELLENCE
Anna Heaton, physical therapist at Carle BroMenn Medical Center
A patient had reconstructive surgery on their right knee, then dislocated their left knee transferring into a car when being discharged from another outpatient center. The patient came to Carle BroMenn Medical Center for two days of physical therapy to work on lateral transfers from bed to wheelchair.
When it was time for discharge, the patient’s mother was anxious about taking the patient home because the teenager had two legs in a brace, could bare minimal weight to his right leg and had limited range of motion to his left leg.
Anna Heaton, PT, DPT, physical therapist, worked with the patient for an additional 45 minutes, talking with the mother and showing that her teenager could do transfers with minimal assistance, then worked with the patient for an extra 45 minutes to an hour.
“I had built a rapport. I knew they had the skills and equipment; they just needed the confidence and gentle push that they could handle it at home,” Heaton said. When the patient was discharged, the patient and mother were confident.
ACCOUNTABILITY
Akeea Parker, senior healthcare tech at Carle Foundation Hospital
A Carle Foundation Hospital patient went into ventricular tachycardia while receiving dialysis. The patient was asymptomatic but Akeea Parker, a senior healthcare tech, recognized the potentially lethal heart rhythm disorder and called the unit and the STAT nurse. A bedside monitor confirmed Parker’s readings, the nurse called a medical code, saving the patient’s life.
“While the patient was indeed asymptomatic and talking, they would not have been for very long had that rhythm not been treated,” Rachael Buchanan, BSN, RN, a STAT nurse at Carle Foundation Hospital, said. “We were able to give them medication, cardiovert them and take them to the ICU. This level of accountability saved a life.”
INTEGRITY
Jeff Fink, certified pharmacy technician in the inpatient pharmacy at Carle BroMenn Medical Center and Carle Eureka Hospital
Jeff Fink, a certified pharmacy technician (CPhT) at Carle BroMenn and Carle Eureka, identified two improvements in the pharmacy and made the changes. That has saved time for team members and ensures that inpatient units have immediate access to medicines that patients need.
“These improvements have led to smoother overall operations and a more patient-centered workflow,” Tony Beoletto, PharmD, pharmacy operations supervisor, said.
LEADER
Caitlyn Wingert, Patient Access Manager at Carle Richland Memorial Hospital
Caitlyn Wingert, manager of Patient Access at Carle Richland, was recognized by hospital surveyors as a top-tier leader for process improvement, team member engagement and retention.
That didn’t surprise Jeana Sherry, director of Patient Access Services for the Carle Health East and South Regions, who described Wingert as “a steadfast leader.”
“Caitlyn is organized, influential and guides her team by modeling the way for positive and engaging leadership,” Sherry said. “She develops relationships that are meaningful and assists with producing the most positive patient outcomes. She leads with her heart and is always watching for potential gaps in processes that could impact patients.”
Join our team
Would you like to work for a healthcare organization where team members are celebrated for displaying clinical excellence, compassion, teamwork and communication skills? If so, find it here.
“Everyone was all-hands-on-deck the whole time and worked together like a dream team,” the patient told Brittany Bradley, Carle Experience advisor for the Greater Peoria Service Area.
“At Carle Health, we know that world-class care means more than clinical excellence,” Theresa Green, MSN, executive director of Carle Experience, said. “It’s also working as a team, showing compassion, while explaining every step of their treatment journey.”
Carle Health, through its Way to Be! program, celebrates team members who demonstrate the healthcare system’s Values of Excellence, Integrity, Inclusivity, Compassion and Accountability. Each quarter, Carle Health honors Way to Be! winners who represent each Value, as well as Leader and Team winners.
The Carle Health Methodist 6 Crescent team earned the latest quarterly Way to Be! Team award.
Their story, and the experiences of all seven Carle Health quarterly Way to Be! winners, follow:
TEAM
Carle Health Methodist Hospital 6 Crescent team
Carle Health Methodist 6 Crescent is a respiratory medical/surgical unit. The patient said she “has not received such wonderful care, communication and compassion from a care team as she did on 6 Crescent in a very long time,” Bradley said. Team members are highly educated yet still willing to do “the dirty work,” the patient said.
Jennifer Getz, BSN, RN, ONC, nurse manager for 6 Crescent, said. “We live by an all-hands-on-deck attitude. There’s no such thing as ‘your patients’ or ‘my patients’ on our unit. Every patient belongs to all of us and that shared responsibility is what makes our care strong.”
COMPASSION
Gabbie Harnish, medical social worker at Carle BroMenn Medical Center
When a patient arrived alone at the Carle BroMenn Medical Center Emergency Department in a high-tech, motorized wheelchair that was soiled by the patient and environment, Gabbie Harnish, MSW, LSW, a medical social worker, went to work, even though she doesn’t work in environmental services.
Because it was motorized, she knew she couldn’t hose it off. Knowing the patient was a veteran, she called the VA, who referred her to the wheelchair company, where a representative explained how the device could be cleaned without damaging it. Harnish safely cleaned the wheelchair, kept it safe for the patient, then arranged for it to be taken to another facility when the patient was transferred by ambulance.
“I don’t believe it ever occurred to Gabbie that it wasn’t ‘her job’ to help in the way that she did,” Laura Wiley, MSN, RN, nurse manager for inpatient care coordination for the Carle Health Bloomington-Normal Service Area, said. “That’s important in an environment where care is provided 24/7.”
INCLUSIVITY
Marelyn “Mari” Arguellas, customer services representative in Patient Financial Services, Champaign
When a patient appeared at the Carle Physician Group Family Practice residency office in Champaign in pain, Marelyn “Mari” Arguellas, a customer services representative, worked with a nurse, who verified that the patient needed a medical procedure. Because the patient was uninsured, Arguellas asked the patient to complete a financial assistance application and explained what was happening to the patient’s family.
When the procedure was completed, the patient thanked Arguellas.
Shannon Krafcky, customer service supervisor for Patient Accounts Financial Services, said, “Marelyn is good at recognizing individual barriers that patients may be facing and she does whatever she can within her job scope to overcome those barriers.”
EXCELLENCE
Anna Heaton, physical therapist at Carle BroMenn Medical Center
A patient had reconstructive surgery on their right knee, then dislocated their left knee transferring into a car when being discharged from another outpatient center. The patient came to Carle BroMenn Medical Center for two days of physical therapy to work on lateral transfers from bed to wheelchair.
When it was time for discharge, the patient’s mother was anxious about taking the patient home because the teenager had two legs in a brace, could bare minimal weight to his right leg and had limited range of motion to his left leg.
Anna Heaton, PT, DPT, physical therapist, worked with the patient for an additional 45 minutes, talking with the mother and showing that her teenager could do transfers with minimal assistance, then worked with the patient for an extra 45 minutes to an hour.
“I had built a rapport. I knew they had the skills and equipment; they just needed the confidence and gentle push that they could handle it at home,” Heaton said. When the patient was discharged, the patient and mother were confident.
ACCOUNTABILITY
Akeea Parker, senior healthcare tech at Carle Foundation Hospital
A Carle Foundation Hospital patient went into ventricular tachycardia while receiving dialysis. The patient was asymptomatic but Akeea Parker, a senior healthcare tech, recognized the potentially lethal heart rhythm disorder and called the unit and the STAT nurse. A bedside monitor confirmed Parker’s readings, the nurse called a medical code, saving the patient’s life.
“While the patient was indeed asymptomatic and talking, they would not have been for very long had that rhythm not been treated,” Rachael Buchanan, BSN, RN, a STAT nurse at Carle Foundation Hospital, said. “We were able to give them medication, cardiovert them and take them to the ICU. This level of accountability saved a life.”
INTEGRITY
Jeff Fink, certified pharmacy technician in the inpatient pharmacy at Carle BroMenn Medical Center and Carle Eureka Hospital
Jeff Fink, a certified pharmacy technician (CPhT) at Carle BroMenn and Carle Eureka, identified two improvements in the pharmacy and made the changes. That has saved time for team members and ensures that inpatient units have immediate access to medicines that patients need.
“These improvements have led to smoother overall operations and a more patient-centered workflow,” Tony Beoletto, PharmD, pharmacy operations supervisor, said.
LEADER
Caitlyn Wingert, Patient Access Manager at Carle Richland Memorial Hospital
Caitlyn Wingert, manager of Patient Access at Carle Richland, was recognized by hospital surveyors as a top-tier leader for process improvement, team member engagement and retention.
That didn’t surprise Jeana Sherry, director of Patient Access Services for the Carle Health East and South Regions, who described Wingert as “a steadfast leader.”
“Caitlyn is organized, influential and guides her team by modeling the way for positive and engaging leadership,” Sherry said. “She develops relationships that are meaningful and assists with producing the most positive patient outcomes. She leads with her heart and is always watching for potential gaps in processes that could impact patients.”
Join our team
Would you like to work for a healthcare organization where team members are celebrated for displaying clinical excellence, compassion, teamwork and communication skills? If so, find it here.
Categories: Culture of Quality
Tags: BroMenn, customer, Eureka, Experience, foundation, hospital, Methodist, nursing, patient, pharmacy, Richland, service, social, tech, therapy, Values