Small Dose, Big Impact: Patient amazed at being offered a blanket

We all know the feeling: getting stuck somewhere too hot or too cold and not being able to do much about it.

One patient found herself in such a situation in the pre-op waiting room of the Pavilion Surgery Center. She felt chilly but didn’t say anything about it.

What happened next pleasantly surprised the nervous patient and set the tone for a comfortable experience.

Irina saw me rubbing my arms from the cold A/C air and brought me a warm blanket. I wouldn't have known to ask for one; she simply noticed my discomfort and went the extra mile. Amazing!

Mark, the nurse who took me from the waiting room was kind and compassionate. When one of the doctors was speaking to me, Mark continued in a low voice to explain what steps he was taking to comfort and reassure me. Exceptional!

Kayla, from day one through pre-arrival, morning of procedure and even after discharge, was totally there for me. I called her frequently with anxious questions, she calmed my nerves every single time with a smile in her voice and a sense of humor, too. Awesome!

These three individuals acted with compassion and teamwork. Each act of service made the patient feel valued.

The care team responded to the patient’s compliment:

We get to help patients feel safe, cared for and valued, which can then lead to a more positive experience for both parties. I try my best to be empathetic and connect with our patients and their stories, especially when they are about to undergo an event such as surgery.”—Irina Filenko, patient service ambassador

It’s incredibly gratifying to know that I was able to make a meaningful connection with this patient. In the PACU, we often see patients at a vulnerable time, and it’s my goal to ensure they feel safe and cared for. Knowing that my efforts made a positive impact reaffirms my commitment to providing compassionate care, and I’m honored to be part of such an amazing team that supports these connections every day.” —Mark Spiegelman, PACU nurse

Our patients come in daily, concerned with how the outcome of their visit will be, so I strive daily to be as helpful and meaningful as possible.”—Kayla Vanwilgen, Head and Neck surgery scheduler

Congratulations to Irina, Mark and Kayla on this positive patient feedback!

The Small Dose, Big Impact series recognizes employees who take the extra step, however tiny, to make meaningful connections with patients. Better health takes more than health care. Believe in better.

Visit our Believe in Better Moments landing page to read additional stories about team members providing fantastic care to our patients.