Patient Experience Week: Thankful Thursday—Gratitude in Action
Today on ✨ Thankful Thursday, we’re shining a spotlight on Gratitude in Action—a meaningful reminder that gratitude isn’t just something we feel; it’s something we do.
From a leadership perspective, gratitude in action goes beyond words. It’s about demonstrating genuine kindness, leading with empathy, and fostering a culture where compassion is embedded into every interaction. Carl Cline, Vice President and Administrator at CFMH, shares:
“To me, gratitude as a healthcare leader means showing kindness, empathy, and care not only to our patients and families, but to one another as well. Our staff—both clinical and support—deserve to be recognized. Their work is demanding, and it’s our responsibility to support them with appreciation and care.”
Why does this matter?
Because when gratitude becomes part of our culture, it transforms the way we work and care. It energizes our teams, boosts morale, and enhances the patient experience. A culture of kindness fosters appreciation—and appreciation builds pride in our work.
We see gratitude in action every day:
- On our WOW Wall
- Through Daisy and Bee Awards
- In Great Catches, where team members help prevent safety risks through vigilance and accountability
Exceptional contributions are also honored through the Shine Awards, which recognize excellence across multiple areas:
- Quality Awards: Celebrating initiatives that improve patient care and outcomes
- Medical Excellence Awards: Honoring outstanding clinical skill and dedication
- Value Awards: Highlighting individuals and teams who exemplify our core values—collaboration, commitment, compassion, courage, and curiosity
- Spark Award: Recognizing those who drive innovation and “spark” new ideas
- President’s Award: Our highest honor, given to individuals making extraordinary contributions to the organization
These forms of recognition are more than ceremonies—they’re affirmations of our shared commitment to one another and to those we serve.
We feel the impact of gratitude in stories that stay with us. Like the heartfelt letter from a nursing student praising every member of Franklin’s Emergency Department. Or the community member who recently approached Carl to express her appreciation for the exceptional care she received in every area—from the ED to surgery, lab to housekeeping. We are reminded time and again by our patients, from across the Carilion Clinic System, just how deeply appreciative they are for the dedication and compassionate, connected care we provide. Their words speak volumes:
“Everything and everyone involved in my procedure was excellent. I’m grateful for a physician who reviewed my chart in advance to determine the best course of care before even meeting me. I’m thankful for such a kind, caring, and considerate team of healthcare professionals—and for the recovery time that followed.”
“My experience at Franklin was excellent from start to finish. Everyone was friendly, answered all my questions, and provided thorough explanations of my procedure and care. I was very impressed and so thankful to have visited this location.”
“The staff taking care of me were attentive to my needs. I didn’t feel like a number. I really appreciated the card that was sent to my home days later.”
“I wanted to reach out to Dr. Katherine Coffey and thank her for the care and insight concerning my recently deceased parents Garland and Colleen Kelley. Dr. Coffey, I can't thank you enough for the care you provided my parents in both of their critical times of need. I lost Mom February 2, 2025. As I was by her side as she took her last breath, had you not educated me on what to expect after her fall, I would never have been able to believe it was anything but my fault. I loved my parents dearly and the care and education you provided both them and me, I will forever be grateful.”
“My Mom received outstanding care after being transported to Carillion via ambulance with severe intestinal distress. I wish I had kept track of all the employees (especially the nurses) who were instrumental in making a frightening situation seem calmer and more under control. I would especially like to commend Dr. Abel, Dr. K. Perkins, Dr. Moylan, Dr. Doughherty, Dr. Pleasant and Arielle Watkins, NP in Geriatrics. We also had a follow-up appointment with a Dr. Anand Dwivedi, a third year fellow in Gastroenterology who was incredibly patient and kind. His knowledge was impressive and not overbearing. I realize the world can be a tough place full of unkind people. That day in the ER and later in Observation with my Mom, turned out to be one of the best medical experiences we've ever had! I would have no fear of becoming infirmed if I knew these were the people who would be taking care of me. I spent. a lot of time in Carillion with my Dad about five years ago and the experiences weren't as positive. This time it seemed like everyone was working together towards the same goal. Whatever you're doing is working. Bravo to all!”
These heartfelt messages of gratitude are a testament to our caregivers who show up every day with compassion, professionalism, and pride—even in the face of challenges. This spirit of dedication is also reflected in our leadership. As Carl Cline shares:
“I would publicly thank every team I’m privileged to support. They carry out everything I ask with confidence, pride, compassion, and empathy. They demonstrate our Carilion Clinic Values every day. They make me proud to be a leader with Carilion Clinic.”
Patient Experience Week reminds us of what truly sets our care apart—our people.
Every day, caregivers across our organization create meaningful experiences for patients, families, and one another. One of the most powerful ways to honor those efforts is through our Caught Caring initiative.
Caught Caring celebrates those everyday acts of kindness, teamwork, and compassion that might otherwise go unnoticed—whether it's stepping in during a busy shift, offering comfort to a patient, or simply showing up with a smile and a positive attitude.
To help foster a culture of appreciation, we encourage all employees to use Cornerstone Feedback and Inside Carilion’s WOW Wall to recognize their colleagues. These platforms offer quick, easy ways to say thank you, celebrate someone’s efforts, or give a well-deserved shout-out. Recognition not only boosts morale—it strengthens our collective commitment to compassionate care.
It’s important to recognize that every caregiver—whether in a clinical, administrative, security, housekeeping, parking, TSG role, or anything else—contributes to delivering a world-class experience for our patients. And our patients clearly recognize this, as reflected in their feedback:
“I received top notch care from the moment I walked in the door. The nurses, CRNA's, Dr. Putnam, made me feel like I was the only patient there even though it was a busy morning. Sophia was my primary nurse. I wish I could remember everyone's name because they all deserve to be recognized for their dedication to excellent patient care. Housekeeping deserved recognition as well. I saw them constantly cleaning to ensure the unit was spotless. I would definitely recommend Franklin to anyone for an outpatient procedure.”
“My entire experience was great. I was contacted by phone before the surgery to go over some medical information as well as make sure I understood what surgery I was having. Everyone treated me fantastic from the receptionist to all those involved with prep, surgery, and recovery. I felt well taken care of. I would highly recommend the Giles hospital.”
“It made me feel good that the security guard checked the bags very thoroughly. Can never be too careful these days.”
“I had a very good experience in the hospital during my stay there. Nurses and doctors were doing good job taking care of me before the delivery and after. Even when I was not able to understand English, the interpreter was provided to make me understand every single word in my language. The room was everytime cleaned and food served on time by a very enthusiastic and kind server. Thank you so much to everyone.”
“The safety care coordinators went above and beyond! Savannah (?) was especially great, and they all helped transport us to the vehicle and took extra care in making sure the car seat was safe and secure. Savannah eased a lot of my worries about taking the baby home - both with the car seat and the talk we had beforehand about general safety. She was very easy to talk to.”
“I would like to say having the shuttle service from parking garage was the best experience I've ever had. I have to walk with a cane due to back issues at this time. There was a bench in the area with the phone number posted. The drivers are helpful and courteous. I hope this will be available now and in the future.”
“I have never encountered a rude person on staff at any Carilion facility during my Cancer journey. I especially appreciate the people who take care to make drawing blood a painless experience. I also appreciate and cherished the helpful ladies who came and spent quality time helping me, and encouraging me to walk, even when I felt unable to do it. I was coaxed into trying and felt better for it. Thank you all for your caring attention.”
“It was our first time to Carilion Roanoke. The lady at the reception desk took us up to the imaging area so that we could find our way. Everyone, from the parking attendant on, was very nice and helpful.”
On this Thankful Thursday, take a moment to reflect and act:
- Who has made your day a little brighter?
- Who deserves your appreciation?
- How can you show thanks in a way that lifts someone up?
Whether it’s a kind word, a thoughtful note, or a simple gesture of acknowledgment—gratitude grows when it’s shared. In that spirit, we are proud to share a selection of sincere expressions of gratitude from our patients:
“Super perfect experience and nurses in Pre Op fantastic. Received a sweet card from them at my home/in mail yesterday. They had even ALL signed their names! NICE TOUCH and well appreciated. Thank you Carilion for once again taking care of my health in a professional, efficient manner....all areas of my care that day were staffed by "caring, kind, skilled staff"!! I feel so blessed to have such excellent Doctors, Nurses, and staff at Carilion!”
“My experience with All of the staff and doctors was excellent. I believe everyone has the desire to do excellent work. Thankful and blessed that God gave each of these folks the skills and knowledge and desire for this work. Thankful for Carilion Health 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.”
“I was treated like a queen for my entire procedure, registration and follow up. Would highly recommend coming to this hospital. I am always treated well and get excellent care here. This is my health care provider of choice. Thank you for all you do.”
“All of the nurses, staff, transport personnel were so very kind, considerate to me and made my fear of the procedure go away and I felt like one of their family members. KUDOS! I will only go to Carillon RMH for anything and everything that I need to have done. The entire staff is super wonderful!”
Actions for Thankful Thursday:
- Celebrate a Colleague
Shine a light on someone who’s made a difference—through kindness, compassion, or outstanding care. Use Cornerstone Feedback or the WOW Wall to show your appreciation and let them know they’re seen. - Share a Meaningful Moment
Reflect on an experience that inspired you—a patient story, a team win, a gesture that stuck with you—and pass it forward. A shared story is a powerful reminder of why our work matters. - Lead with Thanks, Every Day
Whether you’re in a clinical, support, or leadership role, make appreciation part of your daily practice. A thoughtful word, a sincere thank-you, or a simple “I see you” can uplift a whole team.
Learn More
Visit the Patient Experience Hub on Inside Carilion.
Check the Wow Wall each day this week for more Patient Experience content:
