Previous Award Recipients
Quarter 3, 2023
Innovation
Kalea Shoemake, RN Registered Nurse, Nor-Lea Cancer Center
Nominated by Laura Gryder, Navigation Coordinator I would like to nominate Kalea Shoemake for an exceptional care award under the value of innovation and/or compassion. Recently, there was a patient that Kalea connected with during the patient’s time in the infusion center. Kalea wanted to do something special for the patient once discharged from our care to hospice. Her thought was to take the patient a basket full of her favorite things, but she didn’t even know where to start. During this time, Kalea identified an opportunity to think outside of the box and have some sort of documentation on each patient with some of their favorite things to include snacks, drinks, restaurants etc. This would assist any time they decided to spoil a patient when maybe they were having a bad day, or perhaps were given some bad news, or even just to brighten their day. She approached me about assisting and with a little help from google we were able to locate a form called “a few of my favorite things”. I forwarded this form to Kalea. She took it upon herself to create a process to have these forms completed for each of our infusion patients. She created a binder to file the forms in and began having patients complete them during their visits. She got buy in from her fellow co-workers to assist in the process as well. This is a perfect example of Kalea going above and beyond her regular work scope to create an exceptional experience for our patients. In follow up to the patient that initiated Kalea’s brainstorming, a few weeks ago the hospice representative made rounds in our facility and as soon as he saw Kalea, he thanked her for all of the kindness and compassion she had shown the patient and their family during their loss of this particular patient. Not only did Kalea bless the patient with a basket filled with some of her favorite things that the family had mentioned, she took time to attend the funeral service. The hospice rep voiced to all of us how much it meant to the family to know that she cared enough to show up to the service. I am proud to work alongside someone who truly cares about her patients and is willing to go above and beyond her regular scope of practice without the expectation of recognition. Kalea is truly an angel to all of our patients, and I can honestly say that she pushes me to be better daily. She talks the talk and walks the walk. The Cancer Center is blessed to have an employee like her.all you do!
Compassion
Connie Chavarria, CMA Certified Medical Assistant, Professional Physician Center
Nominated by Jeffrey Faulkner, M.D. Board-Certified Otolaryngologist Recently, a young patient came to our office for evaluation of the throat. The patient was convinced they had tongue cancer but on examination I could only find mild GERD affecting the larynx. The patient was not satisfied with my assessment because they were convinced of tongue cancer. I offered a treatment plan which they eventually accepted, and they left the clinic. Once outside the patient broke down and expressed suicidal ideation. I recommended patient be taken to the ER for evaluation. Convincing a person to be evaluated after they have expressed a desire to kill themselves is not easy. The patient could easily refuse that treatment and leave. In fact, when Connie was talking the patient down, patient expressed that desire. She really went above the call and was able to convince him to be seen. She accompanied patient to the ER and sat with patient, keeping patient stable until ushered into the ER. She very likely saved that young patients life.
Compassion
Jana Mitchell, OT Occupational Therapist, Outpatient Services
Nominated by Holly Reid, Rehabilitation Services Coordinator I nominate Jana Mitchell for the iCARE award- Compassion. There are many words and superlatives that could be used to describe Jana’s actions towards every patient she works with. Especially in the last year, she has gone above and beyond for two patients within the department. One of those patients was recently diagnosed with ALS, Jana worked tirelessly on aiding and providing the utmost empathic and compassionate care. She has worked on filing out a grant to get them devices and items within their home to make the end stages of life as comfortable and safe for the patient and their family. She went a step further by facilitating the purchasing of those items once the grant was approved, which included home visits and home training and education. She takes time out of her daily schedule even when she isn’t at Nor-Lea to assist patients and to provide resources to complete all activities of daily living. I cannot even describe everything she has done for this one patient alone and this one example is enough to nominate her for this award. Overall, Jana is a caring person who actively demonstrates moral and values that line up with the iCARE award – compassion. The second patient was hit by someone while getting mail, which led to being an amputee of one limb. Unfortunately the patient had so many more injuries that needed therapy to regain function. Due to citizenship status, and it being a hit and run, insurance was going to term out and without a second thought. Jana volunteered many hours of her time to treat him pro-bono. Jana’s compassion shows her how to truly care for the whole person despite their challenges. Patient is now back to work, which would not have been achievable without Jana’s dedicate and compassionate care. Our department and Nor-Lea Hospital are so lucky and blessed to have her as a champion for our patients.
Compassion
Karen Cater, RN Registered Nurse, Surgical Services
Nominated by Shannon Allen, CRNA I would like to nominate Karen Carter RN for the Compassion Award and I’d like to share why she stands out in this area. Karen is new to the Operating Room (OR) and stepped into a busy role with so much to learn. Regardless of how busy and overwhelming the pace of the OR is, Karen’s focus is on the patient and making them feel safe and comfortable. Karen instills trust in the patient’s mind because she listens to the patient, addresses their needs, and takes time to do the little things that matter so much like giving the patient fresh warm blankets. I immediately noticed that when I come to get the patient to take them back into the surgical suite, the patients always smile and say goodbye to Karen because she makes a big impact on them. They always know her by name and appreciate the care she gives them. The patients always seem so at ease after spending their first 30 minutes with Karen. I have seen Karen stop and pray with more than one patient when it’s time to go back for surgery. What a blessing to have someone pray with you! The role Karen stepped into is, at times, overwhelming and forgetting one small piece of the algorithm can lead to poor outcomes or cancellation of the patient’s procedure. Karen calls the patients days in advance to go over all their instructions, answers their questions, and coordinates with the anesthesia team to make sure everything is in place for a successful visit. The patients develop trust in her as she prepares them for their visit. The rest of the team builds on this foundation of trust as we care for our patients. Karen takes notes and writes everything down as she prepares the patient for surgery. Karen’s attention to details ensures the patient is optimized for surgery and I contribute much of our team’s success to Karen’s attention to details. She is always smiling and ensuring the patient they are in good hands. I hope that if me or my family ever have surgery, we will have a nurse as compassionate as Karen to care for us. Her service to others stands out because of the care she gives to each individual patient, giving all of her attention and time. I am honored to be on her team!
Accountability
Sherry Duda Consierge
Nominated by Kori Watson, Patient Access Manager Sherry Duda is our Outpatient Concierge, during her morning rounding she noticed a child being chased by a man in our parking lot. The mother noticed as well and immediately ran outside to help. The man chased the child to the truck where she got in and locked the doors. When the man noticed someone coming out he got onto his motorcycle and left. Sherry came into my office and started to go into detail on what the man looked like and the incident. She then proceeded to comfort the family while ensuring them we would take care of this. She not only showed compassion but showed integrity. I am proud to have her apart of Outpatient Registration
Empowerment
Dan Hamilton, COO Chief Operations Officer
Nominated by Jeremy Valenzuela, HR Recruiter It is with great privilege to nominate a leader who has gone above the true meaning of respect. Over the last couple of years, I have had the honor of recruiting for an organization that I care so much about. Nor-Lea Hospital District is a special place, and I cannot be prouder to work for an organization that strives to make a difference in the lives of its staff, patients, and community. I have had the honor of working with Dan Hamilton, who demonstrates the true meaning of respect and empowerment. I nominate Dan because he has made my year a success. Recruiting is a tough task at times and not smooth sailing some days. Dan has gone above and beyond in supporting my efforts, reminding me, “We will win some and lose some.” Over the last year, we have successfully hired several providers simply through the communication and partnership we have created. Respecting my opinion and judgment on candidates is something he truly values. Dan has empowered me to learn and ask questions for me to have a good understanding of clinics, provider incentives, and expectations. Dan has shown true regard for my abilities and worth as the organization's recruiter, valuing my feelings and views on all matters, as far as including me in peer team luncheons. I have used him as my resource to learn and educate myself on licensure requirements and credentialing expertise. I have called him in moments when I am stumped at universities with challenging questions. In an instant, Dan will stop what he is doing to answer and guide me to what I need to say or do. This is more than I can ask out of a Chief Operating Officer. The recruitment efforts are high, and the success has been real. Dan, thank you for everything you do. I could not do this without you. You have proven that this organization continues to shine and has its success because leaders like yourself believe in and respect all staff. You have offered so much without even knowing. Your selfless attitude to think more about others is impressive. On several occasions, I sat back in my chair thinking what can I say or do to show my appreciation. This is why I have been privileged to nominate you, Dan Hamilton, for the Exceptional Care Award
Empowerment
Felicita Martinez Community Services Specialist, Financial Counseling
Nominated by Melva Lujan, Director of Patient Advocacy Back in December 2022. Dr Hopkins identified a patient that was suffering from a infestation problem. An issue that was affecting our hospital as well as the community, as every time this patient came to our facilities, it would completely shut down those areas for days, causing closures in CT /MRI room, clinic rooms, ER rooms etc. This patients’ health had declined severely in last months due to infestation causing the patient to come to ER frequently, thus causing closures and service delays for other patients. There was a brief meeting held to discuss a plan for this patient. During a meeting, the Patient Advocacy manager stated her team would evaluate the situation and see what could be done. Felicita Martinez was asked to research situation. The situation was worse than anyone could imagine. The patients’ life was actually at risk now if nothing was done, immediately. After funding was acquired from various foundations for this cause, Felicity took the “bull by the horns.” She contacted an organization from Odessa to do the clean -up process. When the Odessa company said it was more than they could handle she was put in contact with another company from Houston to come clean-up. It took a couple of months from beginning to end as there were many “moving-parts” to the entire project. Felicita worked side by side with the clean-up crew (wearing PPE from head to toe) and at the same time made sure the patient was comfortable with the process. She sat with patient endless hours underneath a tree at her home while supervising the job. She made sure the patient had a hotel room, food and clothing as the patients’ home was being treated. She not only accompanied patient to Drs. appointments during this process but she also accompanied patient to stores to purchase necessary essentials……this patient had not been able to go to stores, restaurants etc.… as a normal person in almost 5 years!!! . She took the time to explain to the patient why all this was necessary. How losing everything was going to actually give her life in the end. Felicita Martinez was the angel that guided this patient back to live life as a normal civilian once again. This nomination could fall under several categories; compassion, respect, empowerment