Making patients’ experiences remarkable

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As we celebrate National Healthcare Week (which is the name for National Hospital Week here at Novant Health), here are a few stories we are honored to share that illustrate our team members’ compassion and commitment to teamwork and personal excellence:

• Mom Heather Haaland reached out to tell us about a connection she felt with an emergency department nurse at Novant Health Rowan Medical Center. While at home one night, one of her sons, 2-year-old Brooks, lost his balance and hit his head on a side table. Heather rushed him to the emergency room, where registered nurse Bobby Thames – also a mom who raised a son, now grown – reassured Heather that mishaps will happen. Bobby’s kind words made Heather feel at ease, and not judged.

“She was super sweet,” Heather said about Bobby. “When your kid gets hurt or upset or sad, you feel like you failed as a mom. It was comforting to hear from her.”

• A team at Novant Health Brunswick Medical Center showed a commitment to patients that extends all the way to the parking lot. A patient called to share how he was so ill he couldn’t get out of the car. Someone came and carried him from the vehicle. Once inside, the man said the remarkable level of care continued. The demonstration of teamwork and compassion was especially important to this patient, who works in the region during the week and doesn’t have family members nearby to help.

• Novant Health Sleep Medicine and Sleep Center locations in the greater Charlotte market hosted a birthday party for kids at Safe Alliance shelter, a shelter for women and families who are victims of domestic violence. Team members donated to provide treat bags, crafts, cookies, cupcakes and more.

• Certified nursing assistant Darlene Jackson has worked at Novant Health Forsyth Medical Center since 1980. She describes her job this way: I am whatever you need me to be.I’m your help to the bathroom. If you are having a hard day, I’m your shoulder to lean or cry on. A wife of a patient sent Darlene roses because she took such good care of her husband. Darlene is a 2018 Mark winner, our program launched last year to recognize team members’ passion in serving our organization and our patients.

• We heard from one of our own nurse team members about the importance of a key nursing care imperative: bedside reporting, which includes the patient and family in conversations during the handoff of care between nurses. Our team member’s mother was hospitalized at Novant Health Matthews Medical Center. The family member was right there when it came time for discussions on upcoming treatment or how mom fared during the night. “I have never been more impressed with the care my mother received on that floor,” said our nurse. “I have addressed my care to reflect the warmth we felt and received.”

If you would like to share your own remarkable story, please click here.