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Doing their best for community: Gold Star winners represent team members who go the extra mile

Doing their best for community: Gold Star winners represent team members who go the extra mile
Nataly Briceno-Guerrero, an occupational therapist at Carle Foundation Hospital Therapy Services in Urbana, doesn’t hesitate when asked why she does more than required for patients.

“It makes me feel better when I can do my best for patients,” she said. “I want them to trust me, and I want to uphold Carle’s name.”

Briceno-Guerrero isn’t alone. Carle Health team members throughout the organization take the responsibility of providing high-quality care and service to patients seriously and go the extra mile for them every day.

Patient Experience Week is an opportunity to celebrate that commitment to patients.

Patient Experience Week, which this year is April 29 – May 3, is an annual, global observance to celebrate healthcare team members who impact patients every day. This includes nurses and other medical providers, support staff and leaders.

“At Carle Health, we endeavor to provide world-class clinical care every day. That’s what our patients and families expect,” Napoleon Knight, MD, MBA, Carle Health executive vice president and chief medical officer, said. “We know that our team members make a difference every day, making sure that patients are greeted at registration, that their care is thorough and timely and we answer their questions with compassion. Exceptional patient experience across the continuum of care builds trust and confidence with our patients, families and communities. That is something for all of us to consider and celebrate during Patient Experience Week.”

Carle Experience and Human Resources kicked off Patient Experience Week by honoring second- and third-shift workers with Carle After Dark, a bimonthly appreciation program. Between 10 p.m. and midnight April 27, team members who work at night received extra recognition and opportunities to connect as a team. Departments across the healthcare system will celebrate the week in different ways, commemorating the impact team members make on a daily basis.

Patients can recognize Carle Health team members by submitting Gold Star recognitions and filling out a form in a brochure available for patients at Carle locations. The form also is available on the Carle Health website.

To celebrate Patient Experience Week, here are examples of some recent Gold Star submissions from patients. These examples are meant to represent the many excellent patient experiences provided by Carle Health team members every day:

Mary Westley-Brown, imaging coordinator, Carle at The Riverfront Radiology, Danville

Mary was very professional and friendly. She was very clear about what was happening and gave good instructions. She is a great asset to your team.

Nataly Briceno-Guerrero, occupational therapist, Carle Foundation Hospital Therapy Services, Urbana

Thank you, Nataly. You played a pivotal role in bringing my swelling down and empowering me to face this challenge with resilience and determination. I thank you for your guidance and support. I now possess the necessary skills to navigate it confidently and live my life.

Brianna Ochs, registered nurse, Carle Richland Memorial Hospital Emergency Department, Olney

During my visit, Bri was very caring and compassionate while I was in pain and reluctant to take pain medication. It was also very late at night, and she allowed my husband to take a nap in the other bed in the room. We really appreciated her help and kind words!

Jocelyn Wright, certified nursing assistant, Carle BroMenn Medical Center Mental Health Services, Normal

Always there when needed; encourages me; tells me she is proud of me.

Kristen Beebe, certified medical assistant/registered medical assistant, Carle Health Methodist Hospital Surgery PreOp and Recovery, Peoria

A great nurse is one who can make an awkward situation laughable and keep it light. Kristen did just that. Carle, you have a gem on your hands! She handled the situation professionally and helped be the solution so I could have surgery.

For more information about joining the Carle Health team, click here.

For anyone who wants to take their job experience to the next level, Briceno-Guerrero has simple advice:

“You want to treat people like you would want people to treat your parents and your children.”

Categories: Culture of Quality

Tags: experience, healthcare, patients, team