Network: July 2009
Members of the Team
Commitments to Customer Service
While Sentara has been known for its quality and safety excellence across the nation, our patients expect us to show we care as much about their health care experience as we care for them clinically. Togetherness, exceptional safety, quality and customer service define an extraordinary health care experience.
The following customer service stories recognize just a few of the exceptional employees who work at Sentara Healthcare. Read their stories to find out what their commitments are all about.
Always Treat you with Dignity, Respect and Compassion
Sentara Virginia Beach General Hospital employees Suzanne Hanson, RN, and Willie Garvin, nursing care partner, were recognized by a fellow employee for providing a former patient with the encouraging and safe environment he needed to be an active participant in his care. Hanson, who was caring for a patient who recently had valve replacement, had made several attempts to get the patient up and moving, even though he refused to take pain medication or participate in ambulation.
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Suzanne Hanson |
Willie Garvin |
During his shift, Garvin went into the patient’s room and began speaking with him. The patient admitted to Garvin that he had been depressed and that he had traveled all over the world and had written several books. As Garvin and the patient continued their conversation, the patient began to open up and ate his lunch. Then, the patient decided he did not want to wait for physical therapy to arrive, so he asked Garvin to help him walk around the room.
The patient realized he needed to learn about his health/illness process, to get better, so he asked Garvin if Suzanne Hanson would set up the TV, so he could watch the educational videos she had been encouraging him to view earlier. The patient told Garvin that Suzanne Hanson was the first person to tell him he was doing well during the admission. The encouragement, respect and patience illustrated by Suzanne Hanson and Willie Garvin helped the patient heal and improve his attitude about his own health and ability to cooperate with hospital staff.
Always Work Together as a Team to Provide You Quality Healthcare Sentara Norfolk General Hospital Emergency Department and General Intensive Care Unit (GICU) staff, hospital chaplains and physicians were recognized in a letter by the grateful family of a former patient. The family wrote:
“My mother was rushed to the hospital after suffering a heart attack. The paramedics and Emergency Department staff were able to resuscitate her heart multiple times as she continued to have cardiac arrests. After she was stabilized, she was transferred to GICU. When I arrived in the unit, I was greeted with warm smiles and compassion, even without any of the nurses knowing who I was there to visit. I introduced myself and was immediately updated on my mother’s condition and taken to her room. The nurse was very kind and professional in gathering information she needed to continue treating my mother. The empathy and support from the nurse was so greatly needed and appreciated.
Dr. Ryan was not only the most compassionate doctor I’ve ever met, but was also gentle in explaining my mother’s condition and the options we needed to consider. My family will be forever grateful for his professionalism and empathy towards one of the most difficult decisions we’ve ever had to make. We decided to remove her from life support the next day to honor her wishes. I know Dr. Ryan and the staff did everything medically possible to save our mother and we made the best, most informed decision possible. The nurses, Ashley and Charlie, were so instrumental and supportive in accommodating our large family as we shared her last hour by her bedside. The chaplains were also caring. Chaplain Leo will always be remembered for his compassion and spiritual support.
This letter could never fully express our gratitude to GICU for providing world class service and compassion to our family at such a difficult hour. We know our mother was in the best cardiac center in Hampton Roads and received the best nursing care possible. Our family will always use Sentara Norfolk General Hospital as our hospital of choice."
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| Infusion Services staff from left to right: Robin Anderson, Torie Bashay, Chandra Hubbard-Wright, Lavender Rose-Bell, Sara Parker, Kristin Harman and Mary McSherry. |
Always Keep You Safe
Sentara CarePlex Hospital Infusion Services staff was recognized by a patient who had been treated in the center for about six weeks. The patient spent about an hour a day in the center over a six-week period. At the end of the patient's treatment, she was so happy with her care that she went to administration and asked to speak with someone about her care.
Torie Bashay, director of patient care services, asked the person if she would share the experience with the entire hospital administrative team. The patient complimented the staff for their friendly, courteous and respectful manner. But the patient took particular note of the constant, consistent hand washing by staff before they touched their patients. She marveled at this attention to detail and patient safety and wanted administration to know if firsthand. “The infusion center staff is a role model for the hospital – especially in hand washing,” she said.
Always Listen and Respond to You The surgical services staff and physicians at the Geddy Outpatient Center at Sentara Williamsburg Regional Medical Center were recognized by a grateful patient after he had outpatient surgery. His letter states:
“When I was admitted for surgery, I had confidence in my surgeon, Dr. Hall Howard, but was unsure what I would encounter with others involved in my procedure. What I experienced at the hands of my surgical services team needs telling. It was a totally unexpected health care experience.
Being an American Indian, with a different cultural background, I was fearful I could be misunderstood and further, that I would not understand my team. I was immediately shown to a spacious pre-op private room, and greeted by a pre-op angel named Sandy. She genuinely cared about me and did not at any time leave me unattended or alone. Noticing I was interested in a beautiful landscape photograph on the wall behind the bed, she took it down and propped it up in front of me. This calmed me and I used the photograph for native meditation. I relaxed. She put a pillow under my knees and made me feel comfortable, all the while imputing my records into a computer and multitasking.
Next, Dr. Hurt, anesthesiologist, spent time talking to me and I found his dedication to keeping me alive unparalleled. He explained everything to me. I felt safe and grateful. Then, Vickie, a second angel came in and said she would be my operating nurse. Vickie noticed my protection necklace made out of wooden beads, and to my great joy she told me I could wear it in the operating room! She understood! She said she would tuck it up under my cap. My necklace had been blessed by a shaman with 108 prayers and was very old and dear to me. Vickie said she would be by my side in the operating room. I will never forget her. She held my left hand going in and during the surgery. I have never felt such kindness and comfort! It gave me courage and hope.
Vickie wore a gold star which she said Sentara gave her as a newcomer rising star. To me, she already was a star! My recovery team included Alison and Javene, - they were icing on the cake. I salute you, for I received awesome care. Thank you all for your care, for giving me hope and self respect, and courage during a dark time. I will never forget you.” Always Keep you Informed and Involved Paul Gitau, RN, and Linda Brooker, RN, of Sentara Leigh Hospital, were both recognized in a letter by a former hospital patient. The letter states:
“I received superior service from both Paul Gitau and Linda Brooker. They both demonstrated by their actions, professional knowledge and their caring execution of nursing in tense circumstances. They both provided wonderful service with a great attitude. They provided prompt service, answered questions, and always replied with a sincere ‘you are welcome’ when I thanked them for their actions. It is clear they are both very polite and do respect their patients. They are truly great examples of helping members of your team. Please commend them for their extremely superb work.”