Commitment Stories 

 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 healthcare experience as we care for them clinically. Togetherness, exceptional safety, quality and customer service define an extraordinary healthcare 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 Keep You Safe

—    Sentara Emergency Department
The Sentara Clinical Quality and Safety Committee gave a standing ovation recently to Claresa Sanchez, an Emergency Department nurse, who truly displayed the Sentara Commitment "Always Keep You Safe."

When a patient who fell was delivered to a Sentara Emergency Department in a cervical collar, a device to immobilize the neck, a physician’s assistant (PA), who examined the patient ordered the collar removed. Sanchez was uncomfortable with that and took it to the attending physician, who initially agreed with the PA. Sanchez remained anxious for her patient and while leaving the collar on, she pressed the issue with the attending, who then obtained a CT scan, which revealed a broken vertebra.

This courageous nurse may have saved her patient from a terrible outcome. The attending physician and PA thanked her for her actions, which crystallized the safety behaviors that have made Sentara a patient safety leader: Have a questioning attitude, pay attention to detail, communicate clearly, hand off effectively and never leave your wingman.

Sentara continues to conduct ongoing education on safety behaviors and error prevention tools to make the care we provide our patients even safer. Employees may visit WaveNet for more information or read more about Patient Safety at Sentara.

Always Treat You with Dignity, Respect and Compassion

Sentara Obici Hospital   —

A 48-year-old patient in the telemetry unit at Sentara Obici Hospital recently decided to re-affirm and re-embrace his religion. His request was simple, to be baptized at his local church. Unfortunately before the patient was able to participate in his baptism, he was stricken with a serious illness and was admitted to the hospital.

The illness became more serious when the patient decided he would terminate all of his dialysis treatments. The hospital staff was aware of the patient’s recent desire to re-affirm his faith and made it happen. Shift coordinator Betty Jo Stroud, RN, contacted every one of the patient’s physicians requesting special permission to allow him to undergo a full body baptism. Stroud also contacted the patient’s minister to organize the baptism of this patient and coordinated the presence of all the patients’ family members and friends.

ICU manager, Sharon Presson, and Women’s Center manager Mary Williams were instrumental by arranging the baptism site, a birthing tub in our women’s center, and the patient’s nurse Crystal Burgess-Armel was also extremely helpful. The baptism occurred at 8:40 a.m. in the birthing center and the room was filled with the patients’ minister, family and friends. After a brief ceremony, the minister performed a full-body immersion baptism, with I.V. tubing and dressing included. The patient was lifted out of the tub, wrapped in warm blankets and everyone observing got to witness his smile light up the room.

Always Listen and Respond to You

Sentara Norfolk General Hospital

Tony Robertson, health information and record technician, Sentara Norfolk General Hospital, was recently recognized by a labor and delivery nurse for the excellent customer service he provided.

“I would like to commend Tony Robertson, for his assistance in locating a sterilization form for a patient I was recently caring for. This patient needed an unscheduled cesarean section and had previously signed consents for sterilization, which were in her physician's office. The patient’s physician was not on call and the staff had no way of obtaining those records. I could not locate copies in her electronic record and the patient thought the forms had been signed when she was in the hospital previously.

I called Tony to see if he could locate a consent form prior to Sentara eCare® going live. After looking for awhile, Tony found the sterilization consents in her prenatal records from May 2009. If Robertson had not located the forms, the patient would not have been able to have the tubal ligation, as planned during her cesarean section. A second procedure would have been required in six weeks, as we would have been unable to perform the tubal ligation during her cesarean section if this consent had not been found.

His attention to detail and wingman support saved the patient from having to schedule a second surgery in six weeks. Tony was persistent and professional and I commend him for his work.”


Always Keep You Informed and Involved

Sentara Leigh Hospital

Sentara Leigh Hospital Radiology staff were recently recognized in a letter by a former patient in the Radiology Department. The letter states:

“This letter is to express appreciation to the excellent medical professionals for their fantastic patient friendly services provided in Radiology today at the hospital. All of the health professionals at Sentara Leigh Hospital - from scheduling, receptionists to the staff nurses and doctors - were exceedingly professional, cordial and efficient. I particularly want to thank your medical professionals in Radiology, Susan Johnson, Maribel Zirkle, Olga Sereda and many others for their great professionalism, expertise and friendliness in conducting the procedure and making me quite comfortable in their competent hands. Also Dr. Ted Dorsay was very professional and skilled in the manner he conducted a fluoroscopic injection which was very effective in relieving my hip pain.

I appreciate how they took the time to review my X-rays and explain to me in detail the injection procedures making me feel relaxed and comfortable. With a staff like that it is easy to see why Sentara Leigh Hospital is regarded as the best in the business. I’m sure you are proud of your staff as well as they are a reflection of your outstanding management.”

Always Work Together As A Team To Provide Quality Healthcare
 
—    Sentara Virginia Beach Hospital

The following comments are from the wife of a former patient at Sentara Virginia Beach General Hospital. Her note clearly demonstrates an extraordinary patient experience.

“I just wanted to give kudos to the Cardiac Cath staff and the Coronary Care nurses at Sentara Virginia Beach General Hospital for saving my husband’s life after a heart attack on his 55th birthday. We received compassionate, caring, informative and excellent care from everyone. The cath lab and CCU were extraordinary, as was housekeeping. We had the opportunity to meet Baxter, the therapy dog, and the music therapist (harpist). These were both nice touches and a break from the usual routine. Also, Tim White, from Food Services, was a highlight of our visit. He was so well dressed and polite; we thought we were being served at a five-start restaurant. Please recognize him for his kind and thoughtful remarks as he took my husband’s food orders.”


Sentara CarePlex Hospital

The Emergency Department staff including Patricia Mast, RN, Lorraine Green, RN, and Jennie Drahushuk, RN, along with Dr. Christopher Register at Sentara CarePlex Hospital were recognized by the husband of a patient who was treated in the Emergency Department. His e-mail states:

“Yesterday my wife experienced symptoms of what we thought was a heart attack. She was near Sentara Careplex Hospital, so I urged her to go to the emergency room. My nine-year-old daughter accompanied her. The staff could not have been nicer and more efficient if they had been treating the President of the United States of America. It took me twenty-five minutes to get to the hospital and I was about to come out of my skin with fear.

When I arrived in her room, I observed four nurses attending to her and explaining to my daughter what they were doing. Both my girls were as calm and collected as if this were a normal visit to the doctor's office. Everyone brought me up to speed as if I were an old friend stopping by to visit and made sure I understood that my wife was in no immediate danger.

Dr Register kept coming in and out of the room smiling and informing us what was happening and asking if he could do anything to make us more comfortable. One nurse gave my daughter crayons and a coloring book and checked her progress from time to time. My wife did not experience a heart attack; I am glad to report, but pulled a muscle in her back that gave some of the symptoms. We left several hours later in much better shape than when we arrived thanks to your FRIENDLY and EFFICIENT staff.

I cannot describe in words the superior treatment we received at Sentara Careplex Hospital. Please accept my heart felt gratitude for the wonderful treatment my family received. I believe people make the organization and your people speak loud and clear! When it comes to taking care of business and people, you guys ROCK.”