At Carle Health, we know that being clinically excellent isn’t enough. We need to be empathetic, listen, and communicate clearly to truly be a partner in a patient’s healthcare journey.
“Carle Health remains committed to the belief that service excellence depends as much on how you make the patient feel as what you do for them,” Theresa Green, MSN, vice president of Clinical Excellence and Carle Experience, said.
Team members who schedule appointments, run lab tests, perform surgery, prepare meals, clean rooms, provide therapy and care, and bill accurately ensure that patients have a positive experience.
This week is Patient Experience Week, an annual global observance celebrating team members who impact patients every day. These include not only doctors, advanced practice providers, nurses, therapists, lab techs and other medical professionals but also team members in food service, environmental services, patient accounts, security and everyone who works in support of patients.
“Top-tier patient experience begins with listening carefully to the patient’s concerns and demonstrating true caring and empathy,” Napoleon Knight, MD, MBA, Carle Health executive vice president and chief medical officer, said. “Paying attention to the things that make them unique and remembering them in future encounters is a little thing that shows them that you are attentive and really care.”
Carle Health believes that small, intentional, positive behaviors create meaningful moments for patients, their families and each other.
Collaborating with team members to make patient experiences positive
The healthcare system has thousands of team members who demonstrate the ideals of Patient Experience Week.
For example, Victory Kirk, a certified phlebotomy tech in the outpatient lab at Carle BroMenn Medical Center in Normal, was drawn to healthcare because her son was diagnosed several years ago with a rare syndrome and the staff of the hospital helped her as well.
Now she is helping others. Patients, family members or visitors may honor any Carle Health team member with a Gold Star when they want to say “thank you” for great healthcare. Gold Star recipients receive a note of thanks and a Gold Star lapel pin. In giving Gold Stars to Kirk, patients have complimented her efficient blood draws and dynamic personality.
“A lot of people are nervous,” she said. “I just try to engage them in conversation.” She has a whiteboard in her room that includes a question of the week or a motivational quote to get patients talking.
Tina Gauwitz, a computed tomography tech in medical imaging at the Carle Health Methodist Hospital North Allen Clinic in Peoria, takes images that help doctors to diagnose disease and monitor treatments. “To know that I can help patients find out what’s going on, or, in the case of cancer patients, how treatments are going is very rewarding to me,” she said.
Gauwitz is among the top Carle Health Gold Star winners systemwide because patients have said she is professional, communicative and comforting to work with.
“Some patients are worried about what the scan will show,” Gauwitz said. “I try to be friendly, kind, compassionate and show empathy, all while being professional. I explain the procedure thoroughly and what to expect during the exam. I want my patients to be informed of what will occur so they will hopefully relax during the exam.”
Jorge Ramos Salazar, a nurse in surgical services at Carle Richland Memorial Hospital in Olney, has received Gold Stars and a DAISY Award For Extraordinary Nurses for exceptional care, a positive attitude and a willingness to help the team.
“With surgery, patients are feeling all types of emotions,” Salazar said. “I’ve learned that if you try to make them feel as comfortable as possible and listen to their needs, it helps everything go smoother.”
Michelle Best, a physical therapy assistant for Home Care for Carle Health in the Champaign-Urbana Service Area, works with patients and their caregivers on improving patients’ strength, safety in their home, their gait and safely transferring between standing and sitting positions. She works with patients following surgery, neurological complications and those with chronic obstructive pulmonary disease.
She is among the top Carle Health Gold Star winners systemwide. Patients have complimented her ability to explain each exercise and how it will help them, her willingness to demonstrate each movement, her good spirit and humor.
“There are not enough words to describe Michelle,” one patient wrote. “Her vibe, kindness, understanding and determination for her clients is out of this world. I have no doubt I would not be at the stage I am without her. She challenges me and, at the same time, encourages me. Her tips I will remember forever.”
Best said, “I remember that the patients I see are having a hard time,” Best said. “Some are coming out of the hospital, where they were treated for something traumatic. Some of them are afraid. They don’t just need therapy. They need someone to be positive for them.
“I love what I do,” Best said. “I love collaborating with colleagues, sharing ideas to make things better for patients. I love seeing patients progress and then seeing them after therapy out and about in the community.”
How to help
Carle Health focuses on patient experiences every week of the year.
If you know of Carle Health team members who have been clinically exceptional and intentionally understanding as they have cared for you or a family member, nominate them for a Gold Star.
If you would like to work for an organization whose collaborative team members focus on positive patient experiences, check out our Carle Health careers page.
“Carle Health remains committed to the belief that service excellence depends as much on how you make the patient feel as what you do for them,” Theresa Green, MSN, vice president of Clinical Excellence and Carle Experience, said.
Team members who schedule appointments, run lab tests, perform surgery, prepare meals, clean rooms, provide therapy and care, and bill accurately ensure that patients have a positive experience.
This week is Patient Experience Week, an annual global observance celebrating team members who impact patients every day. These include not only doctors, advanced practice providers, nurses, therapists, lab techs and other medical professionals but also team members in food service, environmental services, patient accounts, security and everyone who works in support of patients.
“Top-tier patient experience begins with listening carefully to the patient’s concerns and demonstrating true caring and empathy,” Napoleon Knight, MD, MBA, Carle Health executive vice president and chief medical officer, said. “Paying attention to the things that make them unique and remembering them in future encounters is a little thing that shows them that you are attentive and really care.”
Carle Health believes that small, intentional, positive behaviors create meaningful moments for patients, their families and each other.
Collaborating with team members to make patient experiences positive
The healthcare system has thousands of team members who demonstrate the ideals of Patient Experience Week.
For example, Victory Kirk, a certified phlebotomy tech in the outpatient lab at Carle BroMenn Medical Center in Normal, was drawn to healthcare because her son was diagnosed several years ago with a rare syndrome and the staff of the hospital helped her as well.
Now she is helping others. Patients, family members or visitors may honor any Carle Health team member with a Gold Star when they want to say “thank you” for great healthcare. Gold Star recipients receive a note of thanks and a Gold Star lapel pin. In giving Gold Stars to Kirk, patients have complimented her efficient blood draws and dynamic personality.
“A lot of people are nervous,” she said. “I just try to engage them in conversation.” She has a whiteboard in her room that includes a question of the week or a motivational quote to get patients talking.
Tina Gauwitz, a computed tomography tech in medical imaging at the Carle Health Methodist Hospital North Allen Clinic in Peoria, takes images that help doctors to diagnose disease and monitor treatments. “To know that I can help patients find out what’s going on, or, in the case of cancer patients, how treatments are going is very rewarding to me,” she said.
Gauwitz is among the top Carle Health Gold Star winners systemwide because patients have said she is professional, communicative and comforting to work with.
“Some patients are worried about what the scan will show,” Gauwitz said. “I try to be friendly, kind, compassionate and show empathy, all while being professional. I explain the procedure thoroughly and what to expect during the exam. I want my patients to be informed of what will occur so they will hopefully relax during the exam.”
Jorge Ramos Salazar, a nurse in surgical services at Carle Richland Memorial Hospital in Olney, has received Gold Stars and a DAISY Award For Extraordinary Nurses for exceptional care, a positive attitude and a willingness to help the team.
“With surgery, patients are feeling all types of emotions,” Salazar said. “I’ve learned that if you try to make them feel as comfortable as possible and listen to their needs, it helps everything go smoother.”
Michelle Best, a physical therapy assistant for Home Care for Carle Health in the Champaign-Urbana Service Area, works with patients and their caregivers on improving patients’ strength, safety in their home, their gait and safely transferring between standing and sitting positions. She works with patients following surgery, neurological complications and those with chronic obstructive pulmonary disease.
She is among the top Carle Health Gold Star winners systemwide. Patients have complimented her ability to explain each exercise and how it will help them, her willingness to demonstrate each movement, her good spirit and humor.
“There are not enough words to describe Michelle,” one patient wrote. “Her vibe, kindness, understanding and determination for her clients is out of this world. I have no doubt I would not be at the stage I am without her. She challenges me and, at the same time, encourages me. Her tips I will remember forever.”
Best said, “I remember that the patients I see are having a hard time,” Best said. “Some are coming out of the hospital, where they were treated for something traumatic. Some of them are afraid. They don’t just need therapy. They need someone to be positive for them.
“I love what I do,” Best said. “I love collaborating with colleagues, sharing ideas to make things better for patients. I love seeing patients progress and then seeing them after therapy out and about in the community.”
How to help
Carle Health focuses on patient experiences every week of the year.
If you know of Carle Health team members who have been clinically exceptional and intentionally understanding as they have cared for you or a family member, nominate them for a Gold Star.
If you would like to work for an organization whose collaborative team members focus on positive patient experiences, check out our Carle Health careers page.
Categories: Culture of Quality
Tags: BroMenn, Champaign-Urbana, experience, patient, Peoria, Richland, team