This page is dedicated to those team members who are recognized by their supervisors for the excellent work they demonstrate.
(October 2, 2019) — Congratulations to the Advanced Wound Center team for receiving a service excellence award:
Nominated by Heather Zuchowski, RN, BSN, CWOCN, Wound Care Center Director
The Capital Medical Center Advanced Wound Center embraces the power of a team.
Several months ago, we took a bus ride together, AKA ‘Book Club’ and learned that alone, we are great employees, but together we are an excellent team who can heal wounds and improve someone’s quality of life.
We now have a deeper understanding a quote attributed to Mother Theresa: ‘I can do things you cannot. You can do things that I cannot. Together we can do great things.’
Our focus has, and always will be, healing patients. But we also recognize that in order to be our best for our patients, we must be there for our team.
Every day the team stands solidly together with its eyes focused on the goal no matter the challenge.
Our busy clinic, which sometimes sees up to 30 patients a day, can look like a well-orchestrated symphony. From the moment we receive a referral to the very last discharge visit, the team at the Wound Center takes pride in its delivery of care.
Elena greets our patients upon their check in. She is pleasant, courteous, respectful of patient privacy and will act accordingly to mitigate any billing or insurance questions. When Elena joined the Wound Center, she went above and beyond by initiating new prompt-pay discounts for our patients that offered better convenience. Elena has been proactive in reaching out to as many as 10 patients offer a new patient appointment if time is open.
Mish, our long-standing nurse with more than four years in the Center, has perseverance. She’s always in the corner of providers and patients who want to heal a wound. Every day Mish greets customers with a smile and a positive emphasis on holistic healing. As a case manager and patient advocate, she works diligently with the doctors to help guide the treatment plan.
Patricia, our nurse manager, keeps the staff supported in a “motherly” way. The team has affectionately nicknamed her Mamma Bear. Always available, the team can count on her to answer questions, direct the clinic flow, keep them in tune to clinical documentation updates and areas for improvement, coach new employees, provide backup hyperbaric oxygen (HBO) operations, monitor key performance indicators (KPI) and provide reports to Healogics. She can do it all and she does so with a commitment to excellence and ownership. Patricia looks for ways to improve processes and is steadfast when it comes to healing a patient and doing so timely. She wants our center to achieve Center of Distinction … she is very proud of the Wound Center!
Remeca, our HBO technician, is an amazing member of our team … when we are treating an exceptional amount of patients, Remeca is bustling; she moves through each treatment with such efficiency and accuracy, it’s awesome to watch. Even with her direct focus on the smallest patient safety details, she keeps the patient feeling safe, secure and most importantly, respected. Remeca sets patients at ease by demonstrating compassion and empathy. Regardless if it’s the patient’s first or last dive, it is guaranteed that Remeca will take the time to converse with the patient, providing awareness of what to expect and alleviating anxiety as well as having a lighthearted conversation that is sure to bring out a few laughs.
Jeni is one of our part-time nurses who is flexible and adaptable. She is committed to the Wound Center and helps manage a case load of more than 50 patients. She is constantly aware and accountable for the treatment plans of these patients. She pulls together MRI reports, culture and biopsy results, schedules, appointments with outside providers, orders supplies for her patients and educates her patients for success. On the days she isn’t case-managing, she is our float nurse who can readily jump in, juggle multiples tasks and assist without hesitation.
Anita, our newest member of the team, is a part-time medical assistant. She jumped in with her mind open, ready to learn. She was immediately engaged with our team and practices, and on the first day was proactive in tasks without prompting.
Press Ganey is a third party organization that facilitates surveys to our patients upon discharge. A few patient comments from this past summer further demonstrate that the Wound Center team provides excellent service:
Staff and doc were great. Very friendly and informative. Excellent experience. Great group of people.
Doctor and staff were very good in their care of a 99-year-old with major leg problems and a wound that would not heal without their care.
I find the staff very experienced and helpful. The staff is wonderful. I have recommended this facility countless times. They always listened to me and if I had questions about the process I needed to do on my own. They were always gracious and explaining it until I felt comfortable.
And this last and most indicative comment of why we are excellent together: I was amazed at how well the staff worked together and so friendly, caring and responsive.
We shine in our world of wound care. I can guarantee that each one of the members at the Wound Center is committed. When we discuss areas of improvement, the statements heard most often are, what can we do differently, what did we learn from this, and I want to do it the right way.
Our team is a small family, whom demonstrates love and compassion for each other and their patients. We want to be the best that we can be, not singularly alone, but together as a team.
(August 20, 2019) — Congratulations to Lacey Wheeler, Clinical Coordinator, Case Management, and valuable Capital team member for nearly two years, for receiving a Service Excellence award. Below is what her nominator said about her:
Lacey is nominated for this award because she truly cares for Capital and all our patients. She has shown on several instances that she will make herself available to help the hospital in any way. When the Amtrak train derailment occurred and those injured were brought to our Emergency Department, Lacey immediately volunteered to work as a Technician to provide an extra set of hands.
During the February 2019 snowstorm, Lacey served as a Case Manager who worked each day of the event. She not only braved the weather to come to work but she worked to continue patient flow, providing help to get patients discharged as well as kept up with insurance requests received. Her diligence potentially helped prevent denials due to “lack of clinical timeliness.” During this time, Lacey arrived to work early and stayed late to make sure nothing was missed.
Lacey also volunteered to allow fellow team members to stay at her home so she could bring them to work during the storm. Lacey’s diligence and commitment to Capital and the Case Management team is clear. Lacey also takes great pride in completing her assigned work daily. She constantly goes above and beyond to help fellow Case Managers achieve success. Lacey is a pleasure to work with and one of the “Go-To” persons in Case Management.
Lacey is motivated to work every day, and is always cheerful and happy to help everyone. She is willing to work until everything is completed and is sometimes gently reminded to take breaks! She has educated herself on the insurance process as well as in almost every aspect of the Case Management process. As a result, she has made herself indispensable to the Case Management Team.
(July 23, 2019) — Congratulations to Lexi Farnham, Rehabilitation Services, a valued Capital team member for eight years, upon receiving a service excellence award.
Here’s what her nominator, department director Chris Nixon, said about Lexi:
Lexi consistently looks outside of her role as Rehab Aide to provide the best service she can to our patients, her co-workers, and the operations at Capital Medical Center. She has very willingly assisted in the outpatient therapy clinic front office, during the interim when we were hiring for that position, coordinating her schedule and lunch on a daily basis since May, to provide needed relief.
At a recent Employee Safety Committee meeting, she shared information collected from the nursing floors about the state of the wheelchair process and how it is affecting patient care, as well as the efficiency of the staff, in order to help improve this process. She has taken the initiative to maintain our assistive devices, routinely checking them, oiling wheels, and replacing the glider caps when needed. Just like she monitors the rubber tips on the bedside commodes to be sure they are intact, she proactively takes these steps to ensure patient safety. She never hesitates to enter work orders when she finds something that needs attention, or replace a call light if needed.
(July 23, 2019) — Congratulations to Kristi Doucette, Rehabilitation Services, a valued Capital team member for four-and-a-half years, upon receiving a service excellence award.
Here’s what her nominator, department director Chris Nixon, said about Kristi:
For the past two-and-a-half months, Kristi has performed the front-end operations in our outpatient clinic at a very high level. During this time, she has exhibited excellence in professionalism and integrity, maintaining her high level of customer service, even when performing what’s regarded as a two-person job. She continues to receive high marks from our patients in terms of her friendliness and willingness to help. She takes the time to communicate clearly, and makes each and every patient feel welcome.
With that, she has maintained our daily office functions, and when our work volume increases, as it does at the end and beginning of every month, she has identified volunteered to work a few hours on the weekend so that any chance to fall behind doesn’t happen. She has always taken ownership of her position, and in this situation she has been a star.
This Service Excellence award is Kristi’s second in six months.
(July, 2019) – Kaci Kilburn, RN, a valued Capital team member for two years, and Kaylinn Tuggle, CNA, a valued Capital team member for four years, were recently recognized with Service Excellence Awards within the Medical-Surgical department.
Kaci and KayLynn were instrumental in identifying a potential serious safety event and stopped it before it reached the patient.
By following our policies, and by feeling confident that they could “Speak Up for Safety”, they were able to correct the error and keep this from having a negative impact on one or more patients.
“It is their dedication to our Culture of Safety that helps to promote quality care for everyone in our community,” says Chief Quality Officer Kathleen Boswell-Gregg, RN, BSN.
“Safety is a always in the forefront of our minds for our patients at Capital,” says Chief Nursing Officer Becky Means, RNC, BSN, MBA. “Kaci and KayLynn contributed to our High Reliable organization to safeguard their patients.”
(July 11, 2019) – Case Management Social Worker Abbie Parks, a valued Capital Medical Center team member for nearly two years, was recently recognized with a Service Excellence award for her outstanding skill and compassion in providing care and service to our community.
Recently, co-workers commended Abbie’s work:
“I would like to acknowledge Abbie for being so helpful and caring for our SI patients in the Emergency Department … Abbie does a great job – always above and beyond all expectations! Very dedicated and committed to our mission. She should be promoted!”
Abbie is a Masters level Social Worker with nearly 28 years experience in health care. Her career started in the long-term care setting as a nurse assistant. During this time, she found her passion in helping others and pursued a degree in the field of Social Work. Her work history entails long term care, mental health, and military social work.
(June 26, 2019) – Congratulations to Sandy Bain, Environmental Services/Surgical Services, for receiving the Capital Medical Center Service Excellence award for June. Below is nomination praise from department director Jill Trammell:
“Sandy has been an integral part of our Operating Room and Ambulatory Environmental Services team for almost a decade. She has shown great commitment to our facility recently; specifically, through stepping up to cover for a co-worker who was away for a significant period of time. On certain days, she’s been a force of one doing the work of two!
“Sandy has remained positive and shifted her schedule to help bridge the gap when needed. During the February ‘Snowpocalypse’, Sandy was able to make it in to work from Centralia! Whenever Sandy sees a need, she fills it without complaint. Teamwork is just something that comes naturally to her.
“As naturally as teamwork comes to Sandy, recognizing our staff for its commitment to Every Person, Every Encounter, Every Time is just as natural to us … I appreciate the extra effort that Sandy is putting in for our patients and surgery schedule.”
(April 1, 2019) – Congratulations to Tara Jefferies, a valued Capital Medical Center team member for nearly one-and-a-half years who recently received a Service Excellence Award nomination from Jill Trammell, Director, Environmental Services. Below is her praise of Tara:
Tara is excellent at what she does and is deserving of the service excellence award for her dedication and drive. She works what is typically regarded three of the busiest shifts in housekeeping: weekend nights. The shifts are always action-packed, and she rises to the occasion and has a smile on her face at all times.
It’s evident that Tara always puts the patients first. She always ensures a room is ready for a patient no matter the time. She is a team player as well: Last year, time with family was postponed so she could accept additional shifts when we the requirement arose.
She moves her life around to meet the needs of the hospital, and I am very much appreciative of her collaborative nature. Collaboration is one of the values of our hospital and Tara really does a superb job at demonstrating this. Thank you Tara for all you do for our hospital!
(March 27, 2019) – Congratulations to Chris White, a valued Capital Medical Center team member since September 2015, who recently received a Service Excellence Award nomination from Chris Nixon, Director, Rehabilitation Services. Below is her praise of Chris:
Chris White, PTA, delivers excellence in customer service, clinical skills, and ownership to his position each and every day. I’m motivated to recognize him now because of how he stepped up during our recent bad weather, and coordinated scheduling and processes during my absence. But in truth, he steps up every day.
He possesses excellent clinical skills, but along with that, has a way to connect with every patient he sees, making their experience in therapy more than just about the treatment. He receives numerous compliments from patients, and has a loyal base of clients.
He represents our department and CMC very well, and does take the responsibility to resolve issues when that is in his power, or refer them on quickly if not. He exhibits the utmost respect for all, especially related to patient care.
Chris takes on any project assigned, which has included supervision of students, maintenance, data gathering, and anything else I can throw at him. He has volunteered to work some weekend days when volume was high, so that patients were care for continue seamlessly as our top priority . We are very fortunate to have him as part of our team!
(March 15, 2019) – Congratulations to Amber Anderson, a valued Capital Medical Center team member since February 2018, who recently received a Service Excellence Award upon nomination from CMC Case Management Director Sonji Lightbourn. Below is her praise:
Amber is an ideal Case Manager who has gone above and beyond in her role. She has developed a relationship with the staff at Capital as well as with neighboring facilities.
Amber has a kind and gentle heart and shows respect and empathy to every patient, family member and staff. She has mastered the Utilization Management portion of Case Management and we experience fewer denials as a result of her attention to detail.
Amber is very honest and does the right thing every time. Many times, patients and family members remark at how well, no matter the difficulty, she accomplishes the goal of patient discharge where each want to go. Her Case Management peers have labeled her “The Rock Star”, and she lives up to it every day.
Amber has great a rapport with patients and staff, and it is a pleasure having her on our team.
(February 28, 2019) – Congratulations to Nina Howtopat, Environmental Services, for receiving the Capital Medical Center Service Excellence award in February. Below is nomination praise from department director Jill Trammell:
Nina has been with our department for two years and during that time, she has become an integral part of our daily work. Her flexibility is legendary!
During the recent snowstorm, Nina took initiative to remain in the hospital to be available for whatever needs arose.
Nina has worked days, nights and weekends performing necessary duties everywhere – from the Emergency Department, to patient rooms, to offices, to Ambulatory – and anywhere in between. In every area she has worked, she is very appreciated, and has garnered respect and recognition for her hard work.
Nina is a valuable team member who works well with everyone in our department. One of the values that Nina displays effortlessly is one of our own core values: Integrity.
Nina is human and owns up to mistakes should one ever occur; It takes a great amount of integrity to come forward and admit a shortcoming, and it’s been through her dependable actions and quality work that Nina has earned a high level of respect and trust. Please join in me recognizing Nina for her service excellence.
(January 23, 2019) – Congratulations to Lorena Macias, Environmental Services, for receiving the Capital Medical Center Service Excellence award in January. Below is nomination praise from department director Jill Trammell:
Lorena, a valued Capital team member for more than two years, works on the third floor providing top-notch cleaning and customer service. She, with the help of a teammate, has worked hard over the past few months to increase patient satisfaction on her floor during challenging times.
Within the year that Lorena has been on the floor, she has helped raise patient satisfaction scores from the 40th percentile to a current the 98th percentile! An improvement as such deserves recognition and thanks. Lorena is always smiling and has a way of making others feel at ease.
She is a team player always and takes pride in showing responsibility in all areas. If it involves a patient or a co-worker, she will do everything in her power to help.
As a leader, I am fortunate to be surrounded by a team that truly cares for our hospital and patients, and to have Lorena as a part of my team.
(December 18, 2018) – Congratulations to Tim Virtue, MT/CNA, who received December service excellence recognition from Nicole Liu, ICU Director. From her recognition of Tim:
Tim approaches each workday with enthusiasm and demonstrates a commitment to quality patient care. He focuses on what and everything he can do to ensure his patients get the best possible care while here at CMC.
Tim demonstrates pride in his work, and he displays sincerity, true compassion, and dedication in his patient care. Tim always responds to his patients’ needs, as well as his colleagues’ request for assistance with a positive “let’s-do-this” attitude. He is ready and willing to help others and goes out of his way to do so.
Tim is respectful and courteous and maintains the utmost professionalism when things get stressful. A great, recent new addition to our department, Tim’s commitment is evident every day and in every patient interaction.
(December 18, 2018) – Congratulations to Debbie Danford, MT/CNA, Unit Secretary, Intensive Care Unit, and valued Capital team member who received December service award excellence and celebrated her 20th year with Capital Medical Center this week!
A patient recently commended Debbie’s patient care: “Debbie was especially kind and caring during my husband’s stay after pacemaker surgery. Debbie not only searched for a recliner for me to sleep on, she also found a charger for my phone.”
(December 18, 2018) – From the presentation made by Jill Trammell, Environmental Services Director; Kim has been a valued Capital team member for nearly 33 1/2 years!
Kim stepped up to the plate for my department while I was on FMLA. He took full-charge of making sure to stock my department with the supplies and equipment they needed to succeed while I was out.
This was above and beyond his normal daily duties and everyone in the department wanted to let him know how much of an impact he made.
What Kim did for us was worthy of such recognition; Kim really is a true team player at Capital Medical Center.
(December 18, 2018) – Also from the presentation made by Jill Trammell, Environmental Services Director:
Sang has worked in our hospital for several years in many different areas and shifts until finding her home on graveyard shift.
She is constantly recognized by the medical staff in her area as being diligent in her cleaning. Sang will rearrange her schedule to make sure the hospital is covered if so needed.
During my six-week absence, she ensured many times were covered, working almost 100 hours every two weeks for a month. Oscar Lupercio-Olivares, the team leader, noted her dedication and seemingly tireless ability to work at 100 percent in the midst of working so many hours.
The dedication and ability to continue to work at her best, even when no one is looking is a very admirable quality, for which I would like to thank Sang.
(December 19, 2018) – Congratulations to Rayann La Madeleine, MT/CNA, Intensive Care Unit, for receiving a Capital Medical Center Service Excellence award in December. Below is nomination praise from unit director Nicole Liu:
Rayann is truly a dedicated Monitor Technician and Nursing Assistant who puts the needs of her patients as her priority. She approaches each workday with enthusiasm and demonstrates a commitment to quality patient care and safety. Rayann is self-motivated and is always looking to learn and improve.
As the monitor tech, she identifies and reports changes in a patient’s cardiac rhythm promptly and maintains constant communication with the care team of any further changes. As a CNA in the ICU and PCU, she puts her patients first and goes above and beyond to make her patients feel at ease while in the hospital.
Rayann, a valued Capital team member for nearly two years, is a strong team player, and is always willing to lend help to her peers no matter the task. She focuses on what she can do to ensure her patients get the best possible care at Capital.
(December 6, 2018) – Congratulations to Kristi Doucette, Rehabilitation Services, for receiving the Capital Medical Center Service Excellence award in November. Below is nomination praise from department director Chris Nixon:
Kristi Doucette exemplifies service excellence. Every day, she shows up ready to do all she can for the patients we see and for her co-workers.
As a Patient Support Representative, her job is to greet and guide our outpatients; she consistently using AIDET to communicate, makes the patients feel very welcome and at ease. She has a great knack for validating patient concerns and making a good situation out of anything. She shows genuine concern and caring for each of the patients she sees. She addresses all of the patients by their names when they arrive and when they leave.
Kristi is the oil that keeps the wheels spinning smoothly in our outpatient clinic. She takes it upon herself to find ways to solve problems, manage the schedule, investigate better ways of doing things – coming up with solutions to challenges. She is quick to point out if she has made a mistake, and take ownership, as well as correcting it (not that it happens very frequently!).
She is adept at organizing, and knows her job thoroughly; she will help others with computer programs, helps the therapists work through insurance questions, and is a great liaison between the client and therapist. She takes on all assignments from new tracking projects to safety maintenance to cleaning booths, all to keep the clinic flowing without a hitch.
(October 23, 2018) – Congratulations to Cecilia Mendez, Environmental Services, for receiving the Capital Medical Center Service Excellence award in September. Below is nomination praise from department director Jill Trammell:
Cecilia has worked in our hospital in many different areas and shifts, but her true calling is to do her part in taking care of our patients in our Women’s Services department.
Her section is impeccable. She takes great pride and care in presenting the hospital in the best light. The staff on the floor look at her as a large reason for their successful patient satisfaction scores.
Cecilia is celebrating five years as a valued Capital Medical Center team member this week.
“‘Cece’ is one of the hardest working people in this hospital,” remarks Women’s Services RN Sheila Waterstrat. “She does her job thoroughly and is always kind and helpful.”
“While you can hire a person to clean, you can’t teach the drive, caring and compassion it takes to truly shine,” Trammell says. “Cecilia really does live our mission and daily reminder of service to Every Person, Every Encounter, Every Time.”
(August 30, 2018) – Congratulations to Concessa Tabalba, Environmental Services, for receiving the Capital Medical Center Service Excellence award in August. Below is nomination praise from department director Jill Trammell:
Concessa, a valued Capital team member for three-and-a-half years, is known by most everyone in the hospital because of her great work ethic and attitude. She is a team player and is well-respected in our department. She is so dedicated, she will even walk to work at times. Concessa will work overtime and even come in and help on an evening shift if we really need help.
She holds herself accountable, and truly cares about the welfare and safety of our patients.
I have 100 percent confidence in the quality that she provides to our hospital. Concessa deserves recognition for her dependability, positive attitude and desire to always do her best.
(July 30, 2018) – From the presentation made by Jill Trammell, Environmental Services Director:
Tonja Briggs deserves to be recognized for her professional attitude and outstanding commitment to our organization.
She is always smiling, even when asked to work beyond normal hours. Her positive attitude is a wonderful quality that helps to lift and motivate others.
Among the many reasons Tonja shines, apart from her demeanor and helpfulness to co-workers, is that she will honestly do anything that is needed of her. She has come in to work at midnight to help cover shifts, helped me on numerous occasions picking up in areas, trained new staff members and worked any section of the hospital with a smile.
Tonja is a strong performer and remains on the move her whole shift. Overall, Tonja is a valued member of our team and I truly appreciate her every day.
(September 25, 2018) – From the presentation made by Jill Trammell, Environmental Services Director:
If you have ever worked a night shift, you most likely have had the pleasure of working with Oscar Lupercio-Olivares. He is such a hard worker! During vacations this summer, he worked overtime and back-to-back shifts, and never once vocalized being tired. His ability to always give 100 percent is admirable. He is accountable for his actions, and holds others accountable as well.
Oscar is behind some very important observations in our department that have made a meaningful impact. He helped to solve the problem of running out of rags by simply saying, “Let’s put them in smaller batches.” Since that day, we have not run out of rags. Oscar also reminded that while quat is changed hourly in the housekeeping carts, the same was to be done with their bottles of quat.
Overall, Oscar – who celebrates five years at Capital next month – has wonderful ideas, great input and genuinely shows a desire to improve our department and our hospital. Oscar is transitioning to day shift, so if you have not seen him shine, come prepared with sunglasses!