Today I was completing my nurse manager rounding and wanted to let you know about a conversation I had with a patient, Ms. S and her husband today. She had nothing but amazing things to say about our team and the entire facility. She said you are above the police, firefighters, and doctors, you all are our angels. She stated the doctors are in her for a few minutes even though they are wonderful but the kindness, compassion, and love we are seeing and feeling from your team is wonderful. They could not say enough great things about us on 3B. They said they truly felt as if everyone was family. They have been within the Baptist system for many years as one of their family members was an executive leader, but it has grown to so much more for them. This facility is home, and your team is a testament of how the care we get is great because of the team you have. They referenced several of our team members directly and how the compassion they received was amazing. She said when she came in and got admitted she was sick, and she truly believes that by us helping her she is now able to leave without oxygen and leave feeling so much better. She said how nervous and scared she was about getting the procedure and anesthesia, and the ANM Reyna held her hand and helped ensure her it would be ok, and we would be there. S said just going down through imaging one of the techs said, “Hi S and M” (her husband). She couldn’t believe we remembered her and was just in awe of the connection. She said she was fussing at her husband about going to get something to eat and the dietary team member overheard and without question or hesitation, she brought in an extra tray for her husband. They both were almost brought to tears. She referenced our housekeeper who told her she has a good one (referring to her husband), because through these last several days her husband hasn’t left her side. She mentioned David their ACP and how knowledgeable he was as well as how responsive to all her needs. She talked about how even though Tangela who was in training last evening, blew a vein while trying to get blood, was so incredibly sweet and kind. S could tell she felt bad for missing, but they are able to come together and laugh. She stated this team is amazing and I will miss each one of you. As a leader, the statement alone of hearing I will miss you is huge. We say this to family, and it shows through her stay we have become an even closer family. I could not be prouder of all the amazing we do every day. These brief and simple interactions lead to lasting connections. They shape their stay, the view of their diagnosis, their outlook, and the patient’s future. As the Nurse Manager of 3B, I have seen this team over the last year grow and continue to thrive. This team does what is natural and they show their compassion even when it gets hard. This is one of many stories I have received from patients and their families expressing gratitude for the entire team of 3B and all their partners to ensure the care that is needed is provided in an exceptional way.

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Patient satisfaction is what we all strive for at Baptist South. Our patients are our family, and we take pride as healthcare professionals that we can work at a place that fosters a positive environment for the team members, as well as the patients. 3B has gone above and beyond to ensure that our patients feel loved and taken care of during their hospital stay. We have been leaders for the Med/Surg service line for patient experience consistently for over a year. We have frequent check-ins with our ANM team to ensure that we adapt patient experiences to the feedback that we get in our press Gainey surveys. We take our collaboration back to our team members to find new ways to provide positive and nurturing environments. We try to maintain a standard of care for our patients that exceeds others. It’s an entire team effort to maintain our patient experiences. Our pharmacist Kenneth always makes sure that we have what we need to get medications to our patients timely and is available for our questions or concerns. Jake our physical therapist goes above and beyond with our patients and keeps our patients smiling and educated. Brittany our case manager always has resources for our patients and collaborates with their families to make the discharge transition smooth. Our ACPs do the little things that aren’t asked of them. Our bedside nurses take it to heart when we do get the occasional negative feedback and work with other team members to ensure patients are getting the care that makes Baptist proud. It’s not uncommon to see someone braiding a patient’s hair, sitting with them, and holding their hand during difficult news, providing resources after they leave, or getting to know the patient’s family by name. Our Nurse manager rounds almost daily during the week and is always finding new ways to engage her team. This team deserves all the recognition for the hard work that we have put in to go from the very bottom for patient experience to being the leaders of patient experience for the service line. It takes a village, and I am so proud to be a part of this team!

Thank you, 3B, for all you do for the Baptist South patients, families, and team members!