Chelsey Watts, RN

I went in for a breast biopsy. When it was scheduled, I was told I would be lying prone on a table, and the doctor would work under me. However, when I got there, the machine was down, and I had to be in an upright sitting position. If I had known this in advance, I would have rescheduled it. I had significant anxiety and was considering leaving. However, once I met Chelsey, I decided to stay.

She was kind, transparent, and communicated the process and procedure to me. She was patient, calm, and truly listened to me. The healthcare system is often scientific and methodical without really listening to the patient. It can feel like you're being rushed through everything. My background is that of a vocational rehabilitation counselor. It is apparent to me as a practitioner and a patient that the healthcare system can often overlook the psychological and emotional needs of patients.

However, Chelsey recognized my anxiety and fear, acknowledged it, walked me through the process again, reassured me she would be with me through it all, and would advocate for me if needed. Then she looked me in the eyes and said, “I believe in you; you can do this. It's going to be ok.” This simple kindness, validation, and acknowledgment helped me reduce anxiety.

During the procedure, when I experienced significant pain, she told the doctor I needed more pain-numbing medicine, and that happened quickly. She held my hand, talked to me, distracted me, and for 45 minutes it was almost like having a good friend by your side as you face something difficult.

This woman is an angel on earth. She understands how to connect and communicate with patients. There are numerous studies about communication, transparency, kindness, and pausing to listen to patients, and how those small things can have such an enormous impact on successful medical outcomes. Those qualities in healthcare staff are not just "fluff." They greatly contribute to successful outcomes.

UCHealth is lucky to have Chelsey and should have her teach these principles to everyone in the healthcare setting. To truly be an expert and highly regarded professional, you must be able to have technical skills and also people/relationship skills. Chelsey is a true champion of patient care, and it is difficult to put into words the positive impact she had on me that morning that will truly last a lifetime.