Mary Westley-Brown knows that patients may be anxious before their X-ray, mammogram or bone density test.
So, she starts each appointment with a smile.
“I greet people with a smile,” Westley-Brown, radiology technologist at Carle at The Riverfront, Danville, said. “I make eye contact. I only have them for 15 minutes, so I want them to know that I am totally focused on them during that time. I want them to feel the care.”
Her warmth and professionalism with patients earned her 38 Gold Stars during the first six months of this year, more than any other Carle Health team member. Patients, family members or visitors may honor any Carle Health team members 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.
Westley-Brown also is an imaging coordinator at The Riverfront where her responsibilities include scheduling for and collaborating with the radiology technologist team.
Her caring and connection with teammates has helped to create a family atmosphere among the radiology technologist team.
“Mary exemplifies compassionate, patient-centered care in all aspects of her role,” Pattie McCord, radiology technologist, director of imaging for the Carle Health East Region, said. “She constantly goes above and beyond to ensure that her patients and her co-workers feel heard, respected and well cared for. She makes a meaningful impact on both her team, her patients and their families. We are so grateful for the experience and heart that Mary puts into her role every day.”
“We know those little, intentional behaviors – taking extra time to smile, to listen, to understand – aren’t so small after all,” Theresa Green, MSN, executive director of Carle Experience, said. “When we do those little things, we are living the Carle Health Values.”
Westley-Brown’s story
Westley-Brown has been a radiology technologist for 39 years, including 23 with Carle Health. Among the compliments that she has received over the years is her ability to work with patients from diverse backgrounds.
She credits her upbringing in a religious family in Danville, growing up in a predominantly Black neighborhood and attending a predominantly white Catholic school where everyone was treated equally.
“I was exposed to a diversity of people,” she said. “It was about relationships. It was about showing love to everybody.”
Her mother would say things that paraphrased Bible verses: “Be kind to strangers, they could be imitations of angels,” and “Your words should be gifts.”
Westley-Brown has carried that over to her relationships with patients and colleagues.
When she begins appointments, she compliments patients on something. If they want to tell her something, she listens. One patient told her that some of her husband’s ashes were in her necklace. “We took a couple of extra minutes so she could say what was on her mind and so I could empathize with her.”
During the tests, she describes each step so the patient isn’t surprised. She encourages patients to tell her if they experience discomfort. If a patient questions her, she learns from the experience.
“One patient said, ‘You helped me to defeat breast cancer.’ Of course, it was a whole team. I just got things rolling with the mammogram. Still, I felt good about that.”
“The time I take with patients benefits them because they feel the care,” Westley-Brown said. “It benefits me because I can walk away feeling good about the day. It benefits the organization because people will want to come back.”
She encourages and compliments her teammates and leaves room for humor.
“We joke around,” she said. “I’m fortunate to work with a great group. We have a good time. It’s a real family atmosphere. We share a lot. When someone here needs support, there is someone else to lift them up.”
Patients sense that.
“Positivity is contagious,” Westley-Brown said.
Westley-Brown isn’t alone
Carle Health has thousands of team members who embrace our culture of Accountability, Compassion, Excellence, Inclusivity and Integrity. Those Carle Health Values result in top-tier patient care.
When a Carle Health team member provides you or a family member with great healthcare, give them a Gold Star.
If you’d like to work for an organization that gives patients and team members the time and attention they desire and deserve, check out our Carle Health careers page.
So, she starts each appointment with a smile.
“I greet people with a smile,” Westley-Brown, radiology technologist at Carle at The Riverfront, Danville, said. “I make eye contact. I only have them for 15 minutes, so I want them to know that I am totally focused on them during that time. I want them to feel the care.”
Her warmth and professionalism with patients earned her 38 Gold Stars during the first six months of this year, more than any other Carle Health team member. Patients, family members or visitors may honor any Carle Health team members 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.
Westley-Brown also is an imaging coordinator at The Riverfront where her responsibilities include scheduling for and collaborating with the radiology technologist team.
Her caring and connection with teammates has helped to create a family atmosphere among the radiology technologist team.
“Mary exemplifies compassionate, patient-centered care in all aspects of her role,” Pattie McCord, radiology technologist, director of imaging for the Carle Health East Region, said. “She constantly goes above and beyond to ensure that her patients and her co-workers feel heard, respected and well cared for. She makes a meaningful impact on both her team, her patients and their families. We are so grateful for the experience and heart that Mary puts into her role every day.”
“We know those little, intentional behaviors – taking extra time to smile, to listen, to understand – aren’t so small after all,” Theresa Green, MSN, executive director of Carle Experience, said. “When we do those little things, we are living the Carle Health Values.”
Westley-Brown’s story
Westley-Brown has been a radiology technologist for 39 years, including 23 with Carle Health. Among the compliments that she has received over the years is her ability to work with patients from diverse backgrounds.
She credits her upbringing in a religious family in Danville, growing up in a predominantly Black neighborhood and attending a predominantly white Catholic school where everyone was treated equally.
“I was exposed to a diversity of people,” she said. “It was about relationships. It was about showing love to everybody.”
Her mother would say things that paraphrased Bible verses: “Be kind to strangers, they could be imitations of angels,” and “Your words should be gifts.”
Westley-Brown has carried that over to her relationships with patients and colleagues.
When she begins appointments, she compliments patients on something. If they want to tell her something, she listens. One patient told her that some of her husband’s ashes were in her necklace. “We took a couple of extra minutes so she could say what was on her mind and so I could empathize with her.”
During the tests, she describes each step so the patient isn’t surprised. She encourages patients to tell her if they experience discomfort. If a patient questions her, she learns from the experience.
“One patient said, ‘You helped me to defeat breast cancer.’ Of course, it was a whole team. I just got things rolling with the mammogram. Still, I felt good about that.”
“The time I take with patients benefits them because they feel the care,” Westley-Brown said. “It benefits me because I can walk away feeling good about the day. It benefits the organization because people will want to come back.”
She encourages and compliments her teammates and leaves room for humor.
“We joke around,” she said. “I’m fortunate to work with a great group. We have a good time. It’s a real family atmosphere. We share a lot. When someone here needs support, there is someone else to lift them up.”
Patients sense that.
“Positivity is contagious,” Westley-Brown said.
Westley-Brown isn’t alone
Carle Health has thousands of team members who embrace our culture of Accountability, Compassion, Excellence, Inclusivity and Integrity. Those Carle Health Values result in top-tier patient care.
When a Carle Health team member provides you or a family member with great healthcare, give them a Gold Star.
If you’d like to work for an organization that gives patients and team members the time and attention they desire and deserve, check out our Carle Health careers page.
Categories: Culture of Quality