Care Beyond Words: DAISY Nurse Leader Award recipient leads with heart

June 13, 2025 -- Though they might not speak the same language, a unit manager and a dementia patient share a connection built on mutual understanding, respect, and a friendship that extends beyond words.

Pam Redd, Manager of 5 East — the oncology, medical-surgical, and hospice unit — has found ways to connect with a patient that go deeper than words. Their bond is formed on trust, empathy, and a quiet understanding.

In recognition of her efforts, Redd is being recognized with Reid Health's inaugural DAISY Nurse Leader Award for her extraordinary compassion, servant leadership, and the positive culture she has cultivated within her team.

Shannon Short, a nurse with the Acute Care Experts (ACES) float pool, nominated Redd for the recognition.

"The patient has been at Reid for an extended stay," Short wrote in the nomination. "Pam personally makes sure he gets a shower and brushes his teeth daily. She ensured his glasses were updated and allows him to spend time in her office so he isn't lonely. This shows outstanding compassion and excellent patient care."

The patient is from Chile. Redd said developing a connection was challenging at first as she had to rely heavily on gestures, facial expressions, translated material, and her amazing team members who could speak his language.

"I always greeted him with a smile and calm presence," Redd said.

"Over time, trust began to grow. We found ways to communicate through consistency, eye contact, empathy, and making an effort to anticipate his needs. I guess we have developed our own rhythm — a quiet understanding that doesn't rely on words.

"He reminds me daily of one of my favorite quotes from Maya Angelou, 'People will forget what you said, people will forget what you did, but people will never forget how you made them feel.'"

Anna Osborn-Brown, Senior Director of Nursing, said Redd has built a culture of genuine care and inclusion, where the patient has been embraced as part of the unit's family.

"Watching Pam lead is witnessing compassion in motion," Osborn-Brown said. "She doesn't just talk about patient-centered care — she lives it and inspires her team to do the same."

Misti Foust-Cofield, Vice President/Chief Nursing Officer at Reid, recognizes Redd's ability to lead with compassion, her effectiveness, and the culture she helps to build at Reid.

"Pam exemplifies the kind of leadership that transforms not just teams, but entire patient experiences," Foust-Cofield said.

"Her ability to lead with compassion, consistency, and purpose creates a ripple effect, one that elevates care, empowers staff, and reminds us all why we chose this profession."

This DAISY Nurse Leader Award is more than a recognition of Redd's contributions — it reflects the team she's built and the impact of leading with empathy and authenticity.

Osborn-Brown noted just a few of the ways Redd has provided both direct care and leadership:

• She coordinated eyeglass repairs and ensured he had comfortable clothing.
• She regularly takes him for walks outside and allows him to "work" on the unit at night when he's restless — even "paying him" in printed "Chilean currency" at his request.
• She and her team bring homemade meals, include him in celebrations, and invite him to organizational events.
• Some team members have learned Spanish; others cut his hair — all made possible because Redd leads with heart, patience, and an unwavering commitment to treating every person with dignity.

Redd was presented with the DAISY Nurse Leader Award during a surprise ceremony attended by Reid leadership, colleagues, and unit staff who had lined the hall leading to the nurses' station. Also in attendance were family members and the patient with whom she's formed such a close bond. Laura Perez Santana, a former Nursing Care Assistant (NCA) at Reid who had served as an interpreter for the patient, was also present to assist with translation and celebrate.

The moment left Redd speechless.

"I felt incredibly honored and humbled," she said. "It was surprising and deeply meaningful to be recognized in this way, especially knowing the award celebrates qualities like compassion, trust, mutual respect, and professional growth — values I strive to embody every day."

To receive a DAISY Leader Award affirms showing up with compassion, integrity, and a servant's heart truly matters, she added.

"It's easy to get caught up in the day-to-day challenges, so this award was a powerful reminder that the small, consistent efforts to support and uplift others are seen and valued," Redd said.

"Professionally, it reinforces my commitment to creating a supportive, encouraging environment where my team members are empowered to grow personally and professionally to deliver excellent patient care. It encourages me to keep leading by example, listening actively, and investing in the people around me. Being the first recipient makes it even more meaningful — it's a reminder leadership rooted in trust and care sets the tone for everything else. I'm truly honored, and even more motivated to continue this work with purpose."

Foust and Osborn-Brown presented Redd with a certificate, a DAISY pin, and a hand-carved sculpture known as "The Healer's Touch," symbolizing the meaningful difference nurses make in the lives of others.

"Pam walks the walk when it comes to serving humanity," Osborn-Brown said. "Her leadership is a living example of what it means to be a nurse first — always seeing the person before the diagnosis, the human before the task."

A native of Liberty, Indiana, Redd joined Reid's 5 East team in November 2019.

"I believe in servant leadership, which means my primary role as a leader is to serve my team by supporting their needs, removing obstacles/barriers, and helping them grow both personally and professionally," she said.

"By putting the team first, I believe we can create an environment where trust and compassion can thrive naturally."

Each month, Reid presents the DAISY Award to recognize the extraordinary, compassionate care nurses provide to patients and families. Created in memory of J. Patrick Barnes, the award honors the acts of kindness and sensitivity that profoundly impact a patient's healthcare experience. Nominations come from patients, families, community members, and Reid team members.

The DAISY Nurse Leader Award was established to recognize those in leadership roles — often without direct patient care responsibilities — who create environments where compassionate, skillful care can thrive. This includes nurse managers, directors, assistant managers, charge nurses, chief nursing officers, informatics nurses, and patient flow nurses.

"This award is meaningful not only because of who Pam is but because of what she's built — a team that leads with love, follows her example, and reminds all of us of the true power of nursing leadership," Osborn-Brown said.

Nominees are typically recommended by their teams, who share how their leader's guidance enables them to provide exceptional care.

"This kind of recognition, coming from a team member, is the most meaningful kind there is," Redd said. "It reminds me leadership is about meaningful relationships, trust, and heart. And for that, I'm incredibly grateful."

To learn more about the DAISY Award program at Reid, visit https://www.reidhealth.org/daisy-award.