Our GEMS: Staff going the extra mile
Many of our patients and families express deep appreciation for the care they or a loved one received at Reid Health. Often, they wonder how they can say "thank you" in a special way to someone who has cared so much… the one who was their GEM.
These nominations from patients and from staff become a pool of great stories that illustrate the willingness of our team members to Go the Extra Mile on behalf of patients and families. Each month, a GEM is celebrated in our ceremonies where we also celebrate employees with five or more years with us.
Nominate someone using this form; see our GEM stories below of GEMs celebrated so far this year.
Recognize a G.E.M.
June 2021: Chelsi D., Reid Oncology
Chelsi D. was working with a patient who was having a difficult time. The patient had received a new cancer diagnosis, met a new doctor and a new cancer navigator, and needed to start chemotherapy treatment soon, so she was feeling overwhelmed. Chelsi worked to accommodate the patient's schedule as best she could, rearranging it and even making a very detailed calendar so the patient would know exactly where she needed to be and when. Chelsi then called the patient and spent a lengthy amount of time explaining everything and reassuring her. At the end of the conversation, the patient couldn't thank Chelsi enough for taking the extra time to make the calendar and call her. "You've shown me the light at the end of this dark tunnel. Thank you," the patient said.
April 2021: Brian B., Police Department
What could have been a very bad interaction instead had a very positive outcome thanks to Brian B., Police Department, taking the time to use HEART. Brian was on the fourth floor of the hospital and noticed a male patient who was upset. The man wanted to go outside to smoke but had been told if he did so, he would have to come through the Emergency Department for readmission when he returned. Brian and another officer left when the man went back into his room. About an hour later, officers saw the man walking up the main drive to the ED after smoking. As the patient neared the ED entrance, he made a rude gesture to one of the officers before sitting down on a bench. Brian and another officer went out to talk to him, and Brian was able to develop a relationship with the man, in part thanks to their shared military backgrounds. Brian was able to explain Reid policies and why they are in place. The man listened and eventually understood the reasoning. The patient said he was waiting for his release paperwork and a ride home from his son. At that point, Brian escorted him into the ED where he could wait. The man thanked Brian several times, shook Brian's hand and wanted to apologize. When the patient's son arrived, Brian went out to talk with the man and his son, which resulted again in apologies and handshakes.
March 2021: Laura F., Pediatric and Internal Medicine
A 6-year-old came to Pediatric and Internal Medicine one morning with his beloved stuffed monkey, Georgie, which he has had since birth. Before being called back, the child accidentally pulled off one of Georgie's legs. The child was upset and asked if we could fix Georgie. Laura F., Pediatric and Internal Medicine, gave Georgie a full surgery. She sewed his leg back on as well as an open spot on his foot. She gave Georgie the full treatment with lots of bandages. Both the boy and his mom were grateful. "Thanks, Laura. You are awesome," the nominator wrote. "I will now know who to go to for any of my surgical needs."
February 2021: Teressa W., Emergency Services
Teressa W., Emergency Services, encountered a patient who visited the ED because she was having thoughts of self-harm and depression. The patient was scared, feeling ashamed and was questioning whether she was doing the right thing. Teressa comforted her, telling the patient how brave she was, how proud Teressa was of her and that Teressa would pray for her. "This was a total stranger who completely validated that I was in the right place at the right time. I want her to know how much of an impact her interaction made not only on my stay at the hospital but on my heart. I hope everyone in a difficult situation at Reid's ED gets to experience a Teressa," the patient wrote.
January 2021: Cindi W., Acute Rehab Unit
Cindi W., Acute Rehab Unit, was talking with a visitor at the hospital while the two were in line to get coffee. During the conversation, she asked the gentleman if he was a veteran and he said "yes." They talked a bit more before Cindi offered to buy the man's coffee, saying it would be an honor to do so. "This warmed my heart and was the perfect example as to what Reid exemplifies," the nominator wrote.
December 2020: Michael R., Adam W., EMS Trauma
Michael R. and Adam W., EMS Trauma, were transferring a minor to Riley Hospital with the child's father following their ambulance when they noticed the father had pulled off the road. Wanting to make sure everything was OK, they turned around and found the father had a flat tire. They offered to have him ride in the ambulance the rest of the way to Riley, but the father wasn't comfortable leaving his vehicle behind. Instead, they helped him change his tire.
November 2020: Bryanna J., Urological Care
Bryanna J., Urological Care, found out her patient's mother passed away the same day the patient had surgery. When the patient came in for a follow-up appointment, Bryanna purchased and gave her a figurine in remembrance of her mother. The patient really appreciated and was touched by Bryanna's thoughtfulness.
October 2020: Karen S., 4 North
Karen S., 4
North, had a patient being discharged who didn't have money for the co-pays for
her prescriptions. The patient's husband had passed away a few months before,
and the patient was struggling. Karen arranged to pay the co-pays without the
patient knowing who did it, and the patient was able to be discharged with the
medicines she needed.
September 2020: Sara B., Jessica R.
September's two GEMS of the month are Sara B. and Jessica R. who were inspired by an employee social media group dedicated to providing staff updates on the COVID-19 pandemic. The phrase "Reid Strong" was used often, so they decided to create and order special #REIDSTRONG bracelets to represent and celebrate how team members came together and grew stronger as the Reid Health family as they dealt with the stress of being on the front lines of a pandemic. "This bracelet was just a little reminder that we all could wear and remind us that we are all #REIDSTRONG, and that we were there for each other."
August 2020: Matt S., Radiology
Matt S., Radiology, was working as a door screener and got into a conversation with a woman and her grandson. She shared she'd recently lost her son and her husband had also recently passed away. Meanwhile, the grandson was admiring Matt's shoes, which generated some additional conversation. The grandmother shared her grandson has to wear lightweight shoes because of a disability. They joked that if Matt ever had a garage sale, they would come and buy the shoes. When the grandson was leaving, Matt went out and gave him the shoes off his feet, and really brightened their day!
July 2020: Adam M., Environmental Services
Adam M., Environmental Services, cleans the Oncology Services area and always stopped to say hello to a cancer patient who was in treatment. The patient moved to hospice and was unable to hold her large thermal cup. Adam went to the gift shop and bought her a smaller one. "His kindness and thoughtfulness made my mom's day and put a big smile on her face," said the nominator.