Even though Susan answered the call during the last hour of her shift, she took the time to listen to the parent, understand their billing concern, and quickly contacted the appropriate teams.
“Susan patiently asked if she could help, listened carefully, and then sent out an email to several leaders asking for support,” said Dorien Nielson, Executive Assistant, Primary Children's Hospital, who nominated Susan for Extraordinary Experiences recognition. “Within minutes, a leader emailed her back with a solution. Their bill was paid and everyone was happy!” The parent was so grateful, the next day they drove over 30 minutes to bring Susan three boxes of donuts and to thank her again in person. Susan’s patience and commitment turned the parent’s day around and left a meaningful impression.
Thank you, Dorien, for recognizing Susan’s extraordinary efforts. Both of you will receive prizes!
We appreciate everyone who nominated teammates who exemplified Effective Handoffs, Commit to Sit, 10-5 principles or who went above and beyond to create extraordinary experiences for our patients, families, and fellow caregivers. While nominations have closed, please continue to recognize and thank caregivers who create extraordinary experiences at Primary Children's Hospital.