Patient Experience Week: Teamwork Tuesday—Celebrating Collaboration
Today, we shine a light on the power of teamwork—the foundation of exceptional patient care. Whether it’s a quiet assist during a busy shift, stepping up for a colleague, or offering a reassuring word to a patient in distress, collaboration is what makes compassionate care possible.
Here are examples of what our patients consistently notice and applaud about our strong, team-oriented approach to care.
“Everyone who helped take care of me that day did such a wonderful job of explaining things, answering questions, and making sure I felt safe and well cared for. I was having a ton of anxiety but trusted I would be okay in their hands because of how amazing they all were. Dr. Casey is absolutely fantastic. So calm, reassuring, and confident. I especially appreciate Dr. Yohannes (resident working with Dr. Casey that day) thoroughly explains everything about the surgery with the consent forms. She explained everything so well and was so patient with me. Overall a really positive experience here. The surgery went well. Recovery has been so easy to this point, no issues. I'm feeling great and so thankful to everyone that was part of my care team that day. I wish I could thank them all.”
“Everyone at this facility [Carilion Roanoke Community Hospital-Ambulatory Surgery], from check-in until I went home, was amazing! I've never experienced such a great team atmosphere amongst everyone that worked in this department! Thanks! (and my nurse Terry was awesome!)”
“I was very impressed with the way the cardiologist, neurologist (Dr. Sugg) and Ashley Hoke (I can't remember her title) worked together. They seemed genuinely concerned about me, interested in my future wellbeing and wanted to make sure I had all my questions answered. They were willing to spend time with me to do those things. I sincerely appreciate that THEY WERE NOT JUST RUSHING THROUGH MY ER BAY, THINKING ABOUT THE NEXT CASE THEY WOULD SEE. THEY CARED ABOUT ME!”
“
The whole team worked very well together and seemed to get along well while keeping the best interest of their patient at heart.”
“My healthcare team (Dr. Davenport, Becky, Mirah, and Bryan) was impeccable in their care. From the information provided to inserting the IV to washing their hands to making sure that I was comfortable post op. They seem to work well together and they were very professional at all times. I don't wish to return but I wouldn't have any reservations if necessary. Thanks to a wonderful team of care givers.”
“The nurses & doctors showed a great display of teamwork when it came time for me to deliver my baby. My labor went rather fast, so not everything was set up when it was time to push, but other nurses came in to help set up the delivery table and the doctor came to the room very quickly. It was impressive how well they handled a rushed situation. They were all calm and working efficiently. There was a never a delay in my care, they were able to get their work done quickly while also being by my side to support me when I needed them.”
One inspiring example of teamwork in action is the🌟 CRMH Emergency Department Star of the Week initiative—now proudly in its first year.
🌟 Star of the Week—Celebrating Our Everyday Heroes
As part of Patient Experience Week, we’re spotlighting this meaningful recognition program conducted by the CRMH ED that honors one outstanding team member each week. Chosen based on positive patient experience comments and rounding feedback, the Star of the Week represents those quiet, powerful moments of kindness and connection—especially with patients who may be anxious, afraid, or vulnerable.
The Office of Patient Experience sat down with Rebecca Garrett, Unit Director of CRMH’s Emergency Department, who shared details of this program and examples of recent nominees.
“In the Emergency Department (ED), we truly believe that a positive patient experience starts with a supported and appreciated team. That's one of the many reasons we created the "Patient Experience Star of the Week" recognition. Each week, we highlight a staff member who has gone above and beyond in delivering compassionate, patient-centered care—based on real feedback received during leader rounding or through Patient Experience surveys.
We wanted to take that extra step to share that feedback—because in the fast pace of the ED, it’s easy to overlook just how impactful even the smallest gesture can be. A kind word, a moment of presence, a reassuring touch—these acts shape a patient's entire visit. And for patients who arrive in moments of fear, pain, and uncertainty, they can mean everything.”
Each Star is recognized publicly, celebrated during huddles, and receives a small cafeteria voucher as a token of appreciation. More importantly, they’re reminded that:
- What they do matters.
- Who they are matters.
- That they are here matters.
“This recognition reinforces a culture of positivity and strengthens staff engagement—because we know that engaged, valued staff deliver better care. It’s a simple but powerful way to express gratitude and build the kind of environment where both patients and staff can thrive.”
✨ Recent Nominations
Rae Lafferty-Markham
During leader rounding, a patient expressed heartfelt appreciation for Rae’s exceptional care—highlighting her thoroughness, compassion, and unwavering attentiveness. The patient, who had been struggling with persistent pain, shared that Rae made a meaningful difference not just physically, but emotionally. Her ability to listen deeply, respond with empathy, and clearly explain each step of care helped the patient feel truly seen, heard, and supported. Rae exemplifies what it means to provide patient-centered care. Her dedication, kindness, and clinical excellence continue to elevate the experience for every patient who walks through our doors. We are incredibly grateful to have Rae as part of the CRMH ED team.
Vita Prillaman
Vita went above and beyond for a patient who was feeling distressed following a canceled surgery and limited support in the area. She kept the patient’s wife informed with regular updates, escalated his concerns to ensure they were addressed, and even purchased lunch for him out of her own pocket. Her thoughtfulness, advocacy, and commitment to making this patient’s stay more comfortable is a powerful testament to how small gestures can have a lasting impact on the patient experience.
Blaize Ferguson
A patient and their family recently recognized Blaize for his outstanding care, describing him as the embodiment of compassionate nursing. They praised his calm, reassuring presence, consistent check-ins, and excellent bedside manner. Blaize’s attentive, thoughtful approach made a lasting impression, and the family shared that he truly exemplifies what it means to be a nurse at RMH—engaged, present, and deeply caring.
💙 Celebrating All Week Long
To expand on this spirit of recognition and teamwork, CRMH ED will continue the celebration throughout Patient Experience Week with:
- 🌟 Patient Experience Star of the Day
A different staff member will be recognized daily for exceptional patient care. - 🤝 Patient & Family Advisory Council Rounding
Council members will visit the department to engage with staff and hand out small tokens of appreciation. - 📝 Patient Appreciation Handouts
Patients arriving throughout the week will receive a thank-you memo or handout recognizing their experience and trust in our ED. - 🎉 Staff Prize Drawing
All staff recognized as “Patient Experience Stars” throughout the fiscal year will be entered into a special drawing.
Let’s continue to lift each other up, celebrate the moments that matter, and deliver care that reflects the best of who we are—together.
One grateful patient shared:
"Kudos to the nurse who started my IV—she did an awesome job. The anesthesiologist who stepped in during the OR team's lunch break explained everything in detail—she was excellent! I truly felt that the entire OR team made my well-being their priority. Thank you all!"
Teamwork like this doesn’t go unnoticed. It makes our care stronger, our patients feel safer, and our mission more meaningful. Let’s keep showing up for each other—and for those we serve.
“I spent my career in health care and KNOW good facilities - this facility [Franklin] was exceptional. The entire staff supports each other and works together to make a patient experience seamless. They were kind, professional and really supportive of each other. They are an exceptional team.”
Happy Teamwork Tuesday! 💙
Actions for Teamwork Tuesday:
- Shout Out a Teammate: Send a quick thank-you message, email, or sticky note to a colleague who helped you or a patient recently. Let them know their teamwork didn’t go unnoticed.
- Share a Team Win: During your next huddle or meeting, take one minute to share a brief story about a moment when your team came together to provide exceptional care. Encourage others to do the same.
- Team Discussion: “What Makes Us Great?” Host an informal discussion today with your team. Ask: What’s one thing we do really well as a team that improves the patient experience? Write it down and commit to keep doing it!
Learn More
Visit the Patient Experience Hub on Inside Carilion.
Check the Wow Wall each day this week for more Patient Experience content:
