Most patients see only a small fraction of their care team: the nurses and doctors who interact with them directly. In actuality, they’re supported by every one of our colleagues across the entire organization, including researchers, technicians and administrators. Each plays a unique and vital role in raising the bar for best-in-class, patient-centered care.

Kelly Steinle, RN, oncology nurse at Westside Regional Medical Center in Plantation, Fla., takes a holistic approach to patient care. Her compassionate personality combined with her detail-oriented demeanor enables her to notice even the slightest change in her patient’s condition—and take a long-term view of their care.

“When I connect with and understand who my patients are, I’m better able to integrate their treatment plans into their daily lives,” says Kelly. “For me, purposeful patient care is more than providing medications. It’s showing compassion and understanding to build a level of trust so they feel confident with the care they’re receiving.”

Similar to Kelly, Kevin K. Francis, RN, cardiovascular intensive care unit nurse at Orange Park Medical Center in Orange Park, Fla., actively involves the patient in their plan of care from the beginning and aims to provide a positive environment for both his patients and their families.

“Connecting with my patient’s family is extremely important because they have to trust me to help their loved one,” says Kevin. “It’s an incredible responsibility, and I treat it as such…I make sure we’re all on the same page with a singular goal: to keep the person they love safe and to get them back home where they belong.”

But home can feel very far away when a patient first steps into a medical facility.

That’s why there are volunteers like Cecil Walkinshaw to ease their stress, fear or other negative emotions. As one of the first people that many patients interact with at The Medical Center of Aurora in Aurora, Colo., Cecil and his cheery attitude leave a positive first impression.

“I know patients can feel anxious,” says Cecil, “so I like to put colorful pins—like a shamrock or the American flag—on my vest to make them smile and give them something to talk about besides the reason for their visit.”

Michael Dykes, MBA, BSN, RN, director of emergency services for Coliseum Health System in Macon, Ga., also has a deeply rooted connection to helping others. He was an EMT when his father passed from a heart attack at age 50. In that moment, Michael promised himself that he’d graduate from nursing school in his father’s honor. But he didn’t stop there.

Michael recently earned his MBA with financial support from HCA Healthcare’s tuition reimbursement program and the new loan repayment program. Completing the advanced degree “has allowed me to strengthen my leadership skills,” Michael says. “Building a strong team through effective mentoring is a key aspect of achieving higher patient experience scores, improving quality measures and retaining high-performing colleagues.”

“I want to give each patient the means to be comfortable and to show that in this vulnerable place, they’re taken care of and important. Whether that’s by giving a smile, a blanket, coffee or lending an ear, I help remind them that they’re not alone.”

Jesekah Minnich, EVS
North Suburban Medical Center
Thornton, Colo.

“Find out what you have in common. It could be a hobby, children, sports teams or even television shows. Anything that helps you connect to that person or their situation can only make you more compassionate in the care that you deliver.”

Kevin Francis, RN
Orange Park Medical Center
Orange Park, Fla.

“I try to have a servant’s heart and treat them as family. Learning a little about the patient’s personal life allows me to make a connection before treatment begins.”

Michael Dykes, Director of Emergency Services
Coliseum Health System
Macon, Ga.