Qiana is recognized several times a month by patients and family members for excellent and compassionate care. She goes out of her way to make sure every patient has the very best experience. She is knowledgeable, exercises critical thinking, and prioritizes care efficiently.

Recently she addressed a distraught patient in the waiting room who was given the wrong physician for follow up from his ED visit the day prior. Qiana listened to him; she assured him she would make the situation better. She made several phone calls, eventually finding the appropriate appointment for the next day. The patient was thankful, however, Qiana brought it to my attention to do a follow-up call for service recovery. I called the patient, expressing my apologies for the error. The patient was so happy that I called, because he wanted to express to me how much he appreciated the help from Qiana. He stated that she was truly an angel. He stated that her willingness to help and smile while doing it was more than he ever expected. He asked if there was a special way that I could recognize Qiana. I assured him that the DAISY Award was exactly the right way of doing such.

I also received an email from our security officer stating he had observed Qiana do an outstanding job with a frustrated patient who had surgery the day prior. He and his wife were trying to set up a follow-up visit, but were having problems with the process over the phone. They came in because they didn’t know what else to do. Registration went back to get a nurse so they could talk to them while they sorted out the matter. Qiana came out to greet them very pleasantly, asked them if they had any questions, and then told them to come back to triage so they could have some privacy during their conversation. Immediately, their frustration turned to a calm demeanor, and you could see their gratitude. Just the small gesture of a smile, pleasant attitude, and offer of privacy made a big difference to them and the way their day was going. I am so blessed to have Qiana on my team.