Patient Experience Week: Forward Friday—Looking Ahead With Purpose
Forward Friday Spotlight: Looking Ahead with Purpose
As Patient Experience Week comes to a close, we take this moment not to wrap things up, but to look ahead. Because the journey to exceptional care doesn’t end here—it continues with each interaction, each act of kindness, and each step forward in our commitment to those we serve.
Forward Friday is our invitation to carry the spirit of this week into every day that follows. It’s about turning reflection into resolve—transforming the progress we’ve celebrated into purposeful action. The Office of Patient Experience invites each of us to make pledges that reflect a shared vision: a healthcare experience grounded in compassion, excellence, and human connection. One that Improves the health of the communities we serve.
These pledges are more than words—they’re commitments. They represent how we choose to show up for our patients, our colleagues, and our community. They are our promises to never stop learning, growing, and striving to be better.
Let’s move forward with intention—because when we do, we create a legacy of care that extends far beyond a single week. One patient. One moment. One meaningful experience at a time.
Our Pledges for the Future of Patient Experience
🔹 We pledge to prioritize clear communication, compassion, and timely care in every interaction—ensuring that even in moments of uncertainty, our patients feel safe, heard, and respected.
🔹 We pledge to make every first impression a positive one through warm welcomes, thoughtful guidance, and compassionate service throughout the patient journey.
🔹 We pledge to listen deeply and advocate wholeheartedly—delivering care that honors the dignity, identity, and unique story of every individual we serve.
🔹 We pledge to support the well-being of those who care for others—fostering a culture of wellness, gratitude, and psychological safety for every team member.
🔹 We pledge to recognize and uplift our colleagues—celebrating everyday excellence and ensuring everyone feels valued, appreciated, and empowered to make a difference.
🔹 We pledge to lead with compassion and practice trauma-informed care—cultivating healing spaces where patients, families, and staff feel seen, supported, and understood.
🔹 We pledge to respond to every call, concern, and question with patience, professionalism, and respect—ensuring our service reflects the high standards our patients deserve.
🔹 We pledge to lead by example—creating a culture where every person, in every role, has the tools and encouragement to deliver meaningful experiences.
In Their Own Words: What Patients Are Saying
As we look to the future, let’s also take a moment to reflect on the present—the real impact our care has made, shared through the voices of those who experience it firsthand. Here are comments from our patients that remind us why our pledges matter:
“This provider has been great from the start! When I was first diagnosed with AFib I had to wait some time before seeing Rivero. During this time I was trying to understand AFib, which was a little unnerving at the beginning. While waiting for the appointment, I called Rivero's office to see if I could understand my situation a little better. Boy did I hit pay dirt! Sabrina Love called me back. Sabrina called and talked me off the roof!! Sabrina took the time to answer all my questions. I felt like Sabrina could tell I was pretty nervous about my situation. The only thing I really knew before talking with her was that I had AFib and was on blood thinner waiting to see Rivero. Sabrina was just what I needed at this point. I was able to calm down, go about my daily routine until the appointment. I have gotten to know Sabrina during my visits with Rivero. Sabrina should be a model for how the interaction between patient and medical professional can and should be!! I will always remember this and cannot thank Sabrina enough. I also want to say Dr. Rivero has been fantastic through my journey with this. I have complete confidence in him. The Giles facility and all the staff have been a very pleasant experience. Thanks!!”
“The PA I saw was excellent. He is probably the reason I am alive today. He decided to send me to the ER for IV antibiotics instead of giving me a prescription. When I got to the hospital, my condition worsened rapidly. If not for your employees, excellent service (squeezing me in, listening carefully, making the correct call for IV antibiotics), I would have likely died at home that night, since I live alone.”
‘My experience with Velocity Care on 01/17/2025 was excellent! Easy to get in and so fast, no long waits. Excellent staff from checking in, nursing and doctor's care I received. Excellent in being on top and very professional in my health issue I had. Fast in sending my prescriptions to my pharmacy. Couldn't have asked for a better visit!!! Will definitely use this facility again and recommend Velocity Care at Westlake.”
“The most thorough and wonderful nurses ever. I am 83, have traveled the world and lived in major cities. The entire team-nurse practitioner, EKG tech, X-ray tech, office manager-perfection. I've never known such committed and incredible medical people. I honestly cannot praise them sufficiently. These individuals are angels!”
“Maria is very concise with instructions and answers. We always discuss my overall health, stress levels, immunizations needed, etc. Very thorough. I am a strong advocate for my own health and ask a lot of questions. Maria listens and provides thoughtful insights and answers. I never feel rushed. She actually looks at me during this Q&A process which is more than I can say for most doctors. I have recommended several coworkers to Maria and they are all happy with her as their physician.”
“Dr. Saks took his time in listening to me and making me feel welcome and showed that he was interested in my concerns. Never at one time did I feel he was given me the brush off. He took his time and showed that he really cared. This I liked. Other doctors could learn from him. I was very pleased with my visit.”
These words are powerful reminders of what we can achieve when we lead with empathy and purpose. Let’s keep moving forward—together.
Actions for Forward Friday:
- Make Your Pledge
Reflect on what inspired you this week, and commit to one intentional action that will enhance the patient experience. Every pledge—big or small—helps move us forward. - Celebrate and Share Impact
Recognize a colleague who brings our pledges to life or share a patient story that captures the heart of why we do what we do. Let’s inspire one another and keep the momentum strong. - Lead the Way, Every Day
Let the spirit of Patient Experience Week guide your everyday interactions—through empathy, kindness, and presence. Small actions create lasting impact, and it starts with you.
Learn More
Visit the Patient Experience Hub on Inside Carilion.
Check the Wow Wall each day this week for more Patient Experience content:
