Awards and Recognitions
Sierra Vista Regional Health Center Receives Press Ganey 2013 Guardian of Excellence AwardSM for Achieving 95th Percentile in Patient Satisfaction
SVRHC is proud to announce it has been named a 2013 Guardian of Excellence Award winner by Press Ganey Associates, Inc. The Guardian of Excellence Award recognizes top-performing facilities that consistently achieved the 95th percentile of performance in Patient Satisfaction in the Medical Department.
The Press Ganey Guardian of Excellence Award is a health care industry symbol of achievement. Fewer than 5% of all Press Ganey clients reach this threshold and consistently maintain it for the one year reporting period. Press Ganey partners with more than 10,000 health care facilities, including more than half of all U.S. hospitals, to measure and improve the patient experience.
“We are proud to partner with SVRHC,” said Patrick T. Ryan, CEO of Press Ganey. “Achieving this level of excellence reflects the organization’s commitment to delivering outstanding service and quality. Sierra Vista Regional Health Center’s efforts benefit patients in Sierra Vista and the surrounding communities and will lead to improved patient experiences.”
Sierra Vista Regional Health Center Heart Failure Program Recognized
Sierra Vista Regional Health Center received the Heart Failure Gold Quality Achievement Award from the American Heart Association’s Get With The Guidelines Program.
The DAISY Awards
Have you ever received exceptional customer service or care from an individual? Did it ever feel like saying thank you was not enough? Every day, Sierra Vista Regional Health Center (SVRHC) receives letters and e-mails of gratitude from patients and their family members for exceptional care received at the hospital. Many of these letters name various staff members who’ve touched patients with their kindness and caring attitudes. Now, you can recognize a nurse at SVRHC for exemplary service through a program called the DAISY Award.
What is the DAISY Award?
The DAISY award is a nationwide program that rewards and celebrates the extraordinary clinical skill and compassionate care given by nurses everyday. Established in 2000 by the family of J. Patrick Barnes who died of complications of the auto-immune disease Idiopathic Thrombocytopenia Purpura (ITP) DAISY is an acronym for Diseases Attacking the Immune System. The DAISY award was created in Patrick’s memory after the family was awestruck by the care and compassion his nurses provided not only to Patrick, but to everyone in his family. One of the goals that they set in creating the DAISY Foundation was to recognize extraordinary nurses everywhere who make an enormous difference in the lives of so many people by the astonishing work they do every day.
The DAISY Award at SVRHC
The DAISY Award honorees personify SVRHC’s remarkable patient experience. These nurses consistently demonstrate excellence through their clinical expertise and extraordinary compassionate care, and they are recognized as outstanding role models in our nursing community. SVRHC will present the DAISY Award once a quarter to a deserving nurse from all of the nominations received. They will be recognized with a certificate, have their name listed on a recognition board, receive a DAISY trophy, and their entire unit will receive Cinnabons and a banner to display. All of these recognitions are supplied to SVRHC by the DAISY Award Foundation.
Nominate a DAISY
You can nominate a deserving nurse by picking up a nomination form at the Concierge Desk in the main lobby at SVRHC, by speaking with the nursing station on which you or your family member is staying, or by e-mailing:
Dorothy Pyles at firstname.lastname@example.org.
Ray Hiatt, RN, ICU
My mother had a total knee replacement. During the evening of the 13th, she experienced severe shaking for approximately 1 hour and 20 minutes. My mother was scared because her BP dropped, temperature dropped and oxygen level dropped. Ray did not leave my mother during the entire time and he stayed by her side and held her hand, all the while trying to warm her with blankets, hot packs, etc. Ray’s compassion with my mother was exceptional and meant a great deal to my mother and me. Ray is deserving of any and all recognition available.
I had surgery and Ray was my nurse the first night. That night I had a scary time. I had pain and couldn’t breathe. I was terrified. Ray stood by the whole time. He comforted me every chance that he could. A lot went by in a blur that night, but he was a constant! He made me feel safe and cared for. More than anything, he let me know I was important. I was alone that night and he made sure I never felt that way. By far the best care I have ever had. Thanks to this nurse for getting me through that scary time.
Wendy Jackson, RN, Manager for Case Management
I have been an RN for 34 years, and in that time there are few people who I felt have been exceptional in their caring and compassionate attitude toward others. Wendy Jackson is one of those nurses who I feel epitomizes the criteria described in the Daisy Award. I was witness to one occasion when she demonstrated exceptional compassion. Mrs. K, a 41-year-old homeless woman, had been admitted with ERSD and a NONSTEMI. She had been told by the medical staff that she would die without dialysis, and that she would be on lifelong dialysis if she had a cardiac cath which was recommended. Mrs. K was very resistant to having both, as she was very frightened of being dialysis dependent. Wendy sat at her bedside and explored the reasons for her fear; she spoke to her with kindness and genuine concern. Mrs. K. sensed this, opened up and explained she was fearful because her brother had died shortly after being placed on dialysis. Wendy talked to her about her own personal experience with her family member who had experienced long-term dialysis and survived with a good quality of life. Wendy was able to help Mrs. K. make the life giving decision of dialysis.
Wendy kept the “keep patients first” focus by helping Mrs. K. with her decision and explaining options with and without dialysis. She didn’t just ignore her fear and accept her denial for treatment which would have shortened her life.
She demonstrated “compassionate care” in all ways. She focused on the patient’s fear of the unknown and offered to help her in any way that she could. She didn’t ignore the fact that this patient was homeless and accepted her inevitable fate.
Wendy worked with the attending physician and cardiologist on her case. She explored unanswered questions with them while they were in the room discussing the case so that the patient’s questions were answered in a timely and accurate way.
She “involved the patient” and her husband in the treatment decision by exploring her options. She gave hope to this patient and her husband in an otherwise hopeless situation. Wendy provided that “gentle touch” through her words and actions. The patient’s demeanor was transformed from crying, hopeless and distressed into one of real hope for a future and a longer life.
Submitted by: Sally Milazzo, RN Sierra Vista Regional Health Center
Kyle White, RN (Medical/Telemetry Unit)
The day before I had surgery, Kyle White explained to me in detail what was going to happen. He looked right into my eyes and I knew that I could trust him. The day after my surgery he came into my room and encouraged me to do my part in this battle. He did everything he could to make me comfortable. Kyle White is a professional who is also very compassionate. He puts your needs first and is a very good team player. He made me know how important a positive attitude was.
Submitted by a Patient
Nurse Kyle was the most thoughtful and compassionate person to me. He went out of his way to be helpful and keep me informed of my treatment. He could not have been kinder to me during this difficult time for me.
Submitted by a Patient
Candace Darling, RN (Progressive Care Unit)
Nurse is very helpful in everything she does. Takes time to answer any questions. Worked very hard. You need about 10 more like her. SUBMITTED BY: Family/Visitor
Candace is non-stop. Goes the extra mile not just for the patient but also all the family members. Works very well with co-members also.
SUBMITTED BY: Patient.
Was impressed with how she interacted with everyone, even people walking down the hall. Definitely not standing around looking at her phone! Wonderful lady.
SUBMITTED BY: Family/Visitor
She is very sweet and kind to anyone she comes in contact with, even other patient family members. Goes the extra mile. I have never seen her sit down. She is on the move. Makes life easy in the hospital for all.
Happy, smiling, willing, sweet.
SUBMITTED BY: Family/Visitor
Candace Darling took responsibility for my husband’s care when he first came to the unit. She was helpful in explaining his condition, medications, and therapies. Because of her friendly willing ways we never felt that we were a burden. Having such a relationship allowed us to feel free to ask any and as many questions as we needed. When morphine was first suggested, my husband and I were reluctant because of previous hospital experiences where it did no good. But when Candace explained that in this case it would not just be a painkiller but it would aid by dilating blood in the lungs to help open the airways, we agreed to try and it did help.
SUBMITTED BY: Family/Visitor
Candace Darling was my nurse when I came to the unit. She explained things so that I felt comfortable in making decisions concerning my medications and therapy. These decisions helped my progress and comfort. Every time Candace worked on the unit and was responsible for my care she exhibited that same “go above and beyond” attitude that aided in my getting well. Candace made the suggestion that perhaps respiratory therapy would be helpful. After every therapy session I was able to breath easier and eventually without the pain in the chest that had brought me to the hospital.
SUBMITTED BY: Patient
Danielle Martin , RN (Intensive Care Unit)
After a hysterectomy I developed some complications approximately 2 weeks post op. Initially it was a UTI and possible Pelvic infection. I was readmitted to the hospital for IV antibiotics. During that first day into the evening it became apparent that I was septic and had peritonitis. As a nurse myself, I understood what that meant and it was quite frightening. Dr. S. Patel informed me that I might need to go to ICU; then Dr. Holder informed me a little later in the evening that I was being transferred to ICU. There again I was nervous and frightened, considering that my husband was on the other side of the country. When I arrived in ICU, I was greeted with an awesome nursing staff. There is however one nurse in particular that stood out to me the most. Danielle is the epitome of what a nurse is. She treated me with the utmost respect and dignity, with compassion and empathy. Considering this is the first time I have ever been this sick and in ICU, it is a very humbling situation to be in. Danielle answered all of my questions, she brought me research material on the infections I had. Danielle did not assume that just because I am a nurse I knew every drug they were giving me, and every test that was run and every diagnosis. She listened to every concern I had and did everything she could to keep my pain and nausea under control. She was also very knowledgeable about options for other medications to treat my symptoms. Some of the most embarrassing and humiliating things can happen to you when you are the patient in the bed and Danielle always made me feel comfortable and not even more embarrassed. She knew that I was very self-conscious of not being able to shower, get myself to the toilet, or the sink to brush my teeth. She made sure I was cleaned every day, that all of my personal hygiene products were in reach. She also made sure my bed was changed when it needed to be, or just getting all of the wrinkles and creases out of the linens. Danielle listened to every concern and question I had even if I repeated myself. She called the Dr. when I asked, she was extremely efficient every time she came in the room, she made sure I was as comfortable as one could be in my situation. At one point I was so swollen from fluid that I felt like my hands were going to split open from the third spacing I was having. I told her and I requested Lasix, she immediately called the Dr., received the order and relief was on the way. Danielle goes above and beyond with patients, I know many of these things are things, as nurses, we are supposed to do, but let’s face it, this is not always the case. Danielle is a true example of what it takes to be a kind, compassionate nurse. You do not realize how much the little things affect the person lying in the bed until you, the nurse, are lying in the bed. It gives you a whole new perspective on the care you give to your patients. Danielle made me feel very secure in a very insecure moment in my life. Her kindness and compassion will not be forgotten and I know it has affected me deeply and it will change how I practice nursing as well. Every little thing counts. Danielle deserves this DAISY award for being the excellent nurse that we should all strive to be.
Cossette Britton , RN (Medical Telemetry)
I would like to tell a story about my DAISY. On the early morning of May 21, I was at work here at the hospital when I received a call that my brother-in-law was coming into the ED non-responsive. I rushed down to the ED and waited for him to arrive as the ED prepared the room for a full code. When he arrived, they began working on him and doing all they could to try to revive him. I just stood there wondering if he would come back so that I could give my sister some good news. What healthcare workers don’t realize during a code is that sometimes, there are family members standing by as they’re working and that they are confused about what is going on around them. That was my situation that day. Then, along came my DAISY. She must have noticed the confusion in my face. She came over to me and held by hand. I asked her if she thought he had a chance of coming back? She told me that she would never lie to me or give me false hope and that he wasn’t going to make it. Her honesty in itself made me stronger and prepared me to be able to help the rest of my family through what the outcome would be. My DAISY began explaining everything that was going on to me in layman’s terms so that I could understand, and before it was over, she said “OK, the Dr. is about to call it.” I took a deep breath and the Dr. called it. My DAISY wrapped her arms around me and hugged me. I don’t think I could have been strong enough to face my family and break the news to them without her help. She is my DAISY because so many times, the family members are left to fend for themselves until after the patient is gone, but she stood there with me and kept me from feeling all alone during what could have been a very difficult time. My family and I appreciate all she has done. She even stayed in touch with the family for weeks after it was over, just making sure that we were all ok. Thank you for being such a great Nurse and friend.
Maureen Bay, RN (Medical Telemetry)
Nomination #1: Maureen is an extraordinary nurse by all definition. She is kind, compassionate and has a great sense of humor. She was a student when my husband was in the hospital. She was very kind and remembered me when I was admitted. This was very comforting. She was able to take great care of me and also knew about the struggles with my husband’s death. She is wonderful, always explaining everything, asking if there is anything else I need. She never said “oh, that’s not my job”—she just jumped in and did what needed to be done. Actually, all staff do this—the hospital was great and this nurse is a positive asset to the hospital.
Nomination #2: This involves many situations on many days. Maureen is always willing to help me with all of my tasks I can’t do with my LPN. She has become my number one helper and she also is very helpful with all of my questions. She explains everything to me and is very kind. I want to thank her for all she does every day for me and the patients she has contact with.
Nomination #3: Maureen goes beyond her duties to assist her patients. A very, very great person. Sierra Vista Hospital needs more young women or men like her. When she was hired for a job here, boy did you people get lucky. She is one especially GREAT young lady!
Erin Cunningham, RN (Progressive Care Unit)
Nomination #1: She is not bashful. She tells it like it is. That is what captured my attention. And, to my surprise, I can talk about any problem without being shied away or laughed at.
Nomination #2: During my stay in the hospital, this nurse was one of my night nurses who went out of her way to provide exceptional quality care. She assessed my pain every time she came in to check on me; she provided pain medications when I was authorized to have them, and she clustered her care to limit my distractions so I could rest.
Nomination #3: This nurse takes the time to explain what is happening in the patient’s life at the moment. She went over my condition with me and answered all of my concerns. She explained in detail my condition and gave me hope and encouragement. She is compassionate and a great asset to this hospital. She is a very kind and caring person and deserves to be recognized.