April 28, 2023

A relieved family member submitted the following Caught You Caring recognition for Account Representative Marc Hurrigan.

“I am so thankful to Marcus. I was trying to get help with my billing request for hours throughout the day. When I finally called again I was thankfully transferred to him and just by hearing his confident and friendly tone of voice I knew I had the right person to help me.”

Caught You Caring

There are countless examples of how team members make an impact every day. Through our Caught You Caring recognition program, anyone (patients, families, colleagues, vendors, volunteers or visitors) can provide a kind word about someone who went the extra mile. Even the smallest act of kindness can brighten someone’s day. Click here to submit a recognition for a colleague. The recipient and their leader will receive an email notification. Since its inception in 2015, there have been more than 30,000 recognitions submitted.

April 27, 2023

A reassured sibling submitted the following Caught You Caring recognition for Unit Support Assistant Sonya Winters.

“Ms. Sonya is such an amazing person overall! I told her she was sent from God because for some reason she gave the patient (my brother), my mom and myself a lot of reassurance that everything will be okay and we felt in our hearts it was going to be okay. She was so sweet and very caring. She went above and beyond for my brother and I’m so thankful for her. I’m glad she came in the room before she left home, I wanted to thank her before we left. She is the best!!!!! And deserves all the recognition!!! Thank you Ms. Sonya.”

Caught You Caring

There are countless examples of how team members make an impact every day. Through our Caught You Caring recognition program, anyone (patients, families, colleagues, vendors, volunteers or visitors) can provide a kind word about someone who went the extra mile. Even the smallest act of kindness can brighten someone’s day. Click here to submit a recognition for a colleague. The recipient and their leader will receive an email notification. Since its inception in 2015, there have been more than 30,000 recognitions submitted.

A grateful parent submitted the following Caught You Caring recognition for Dr. Adam Cantor.

“My 16-month old son had an appointment with Dr. Cantor and I want to recognize the amazing compassion he showed. I let Dr. Cantor know he would probably fight and I was ok holding him for the exam. Instead, Dr. Cantor said “let’s just try” and without my son being restrained he started singing Twinkle, Twinkle Little Star. Dr. Cantor had my son’s complete attention and he stayed still and compliant throughout the entire exam. This was such a huge thing not only for this particular visit but also for long-term coping as my son will likely need ophthalmology visits three times per year in addition to other medical appointments. Dr. Cantor’s kindness, compassion and patience have set the stage for my son to continue to have positive expectations for medical appointments and not be fearful. THANK YOU SO MUCH!”

Caught You Caring

There are countless examples of how team members make an impact every day. Through our Caught You Caring recognition program, anyone (patients, families, colleagues, vendors, volunteers or visitors) can provide a kind word about someone who went the extra mile. Even the smallest act of kindness can brighten someone’s day. Click here to submit a recognition for a colleague. The recipient and their leader will receive an email notification. Since its inception in 2015, there have been more than 30,000 recognitions submitted.

April 18, 2023

From a doctor who provides direct care to an employee who smiles at a patient in the elevator, we all play a role when it comes to patient experience. Through all the touch points and interactions patients go through in their journey at Texas Children’s, even something small can go a long way. During Patient Experience Week (April 23-29), we want to take a moment to celebrate those who impact our patients’ lives every day.

“Our One Amazing Team members show up every day ready to deliver the best care and experience for our patients,” said Julie Griffith, director, Patient Experience and Support Services. “Next week, we’re taking a moment to say thank you. We’ll celebrate with fun and engaging activities for team members and provide opportunities to show our gratitude to our patients and their families.”

Griffith also noted this year’s Shine theme was chosen as it embodies how bright Texas Children’s future is and showcases how our team members rise to the occasion every day and shine for their patients.

There will be multiple activities for both unit staff and patients, as well as daily spirit day themes open to everyone. Get ready for some bingo and ice cream socials, and interact with the fun carts as they roll through your unit. There will be contests, activities and parades. For more details on the program and calendar of events, please visit the Patient Experience Week SharePoint site.

Caught You Caring

There are countless examples of how team members make an impact not only in our patients’ but colleagues’ lives. Through our Caught You Caring recognition program, anyone (patients, families, colleagues, vendors, volunteers or visitors) can provide a kind word about someone who went the extra mile. Even the smallest act of kindness can brighten someone’s day. Click here to submit a recognition for a colleague. The recipient and their leader will receive an email notification. Since its inception in 2015, there have been more than 30,000 recognitions submitted.

Donald Wilkins takes his role as Ambassador to heart and it showed through in just one of the 55 Caught You Caring recognitions he’s received. The one below is from a patient’s parents.

“Donald went above and beyond staying past his normal work hours to keep us updated on the status of our son Theo. He was so professional and kind. He not only provided updates but also checked in on our status offering us drinks and blankets. We watched how he provided this level of service to all families he was tending to. His delivery of the message was clear and he answered any and all questions he was able to. In our opinion this man has an absolute heart of gold and TCH is lucky to have such a quality employee like him. Donald, thank you for your care during a time that was incredibly difficult to us. Your words brought us peace before the surgery and we are so grateful.”

Check back on Connect next week as we highlight additional colleagues for their great work.

June 1, 2022

During Patient Experience Week April 25-29, we celebrated the special moments Texas Children’s team members and providers create every day that lead to positive patient experiences.

A Scavenger Hunt and Magical Moments captured in team photos, posters and videos kicked off the week’s activities highlighting our teamwork and values. Thank you for your creative entries! Hopefully you had the chance to join the live Teams staff prize drawing events Monday through Wednesday during the week. See the photo gallery for some of the team entries and winner celebrations, and link to one of the video entries here.

Patients and families joined in the fun throughout the week during activities such as BINGO, crafts and prizes.

A fun-filled toolkit was delivered to patient care and ancillary departments to help teams commemorate the week and celebrate the magical moments they created.

Congratulations to the 2022 Caught You Caring of the Year Award winners! The Patient Experience Team received more than 50 nominations from across the organization. Hundreds of phenomenal examples of Texas Children’s team members living compassionately and amplifying unity were shared!

Join us in celebrating this year’s Caught You Caring of the Year Award recipients:

Luis Espinoza, Patient Care Assistant, Main Campus Acute Care

Sygnore Valdeavilla, Registered Nurse, West Campus Emergency Center

Katherine (Kate) Cole, Pediatric Rheumatology Nurse, Austin Specialty Care

Dylan Marshall, Ambulatory Services Representative, Austin Specialty Care

Paul Lopez, Registered Nurse, The Woodlands Vascular Access Team

Veronica Lucatero, Ambulatory Services Representative, Main Campus Virtual Visit Support Center

Aaron Weitz, Care Coordinator, Main Campus Cancer Center

Paloma Salazar, Registered Nurse, Main Campus Acute Care

Maricela Yanes, Behavioral Health Medical Assistant, Texas Children’s Health Plan

DeAntoinette (De) Riggins, Ambulatory Services Representative, The Woodlands Pathology

Lillian Dickerson, Ambulatory Services Representative, Pavilion for Women

Almea (Mea) Montillo, Patient Care Manager, West Campus Acute Care

Dianne Woodard, Guest Services Representative, Main Campus Guest Services

Theresa Lazarte, Nurse Practitioner, Main Campus Cancer Center

Wendy Humphreys, Sonographer, Pavilion for Women

Be on the lookout for an upcoming Connect article highlighting these individuals for their commitment to providing an exceptional experience for our patients and families.

April 22, 2022

We’re celebrating the special moments Texas Children’s team members and providers create every day that lead to positive patient experiences. Activities highlighting our teamwork and values begin this week with a Scavenger Hunt and Magical Moments captured in team photos, posters and videos, leading to Patient Experience Week April 24-30. One Amazing Team members’ Magical Moments Together will be showcased and prize winners announced along with Caught You Caring of the Year award winners. Here’s how you can start sharing your moments this week and not miss a moment of fun next week.

Enter to WIN prizes by completing these activities this week! Submissions due by Sunday, April 24.

Please remember, patients and patient information should not be included in your creations.

Magical Moments Created by Staff. Show how you elevate the experience of our patients and families by submitting your photo, poster and next video trend entries by 11:59 p.m. Sunday, April 24. Enter here

Creating Magical Moments Scavenger Hunt. Round up your teammates for this fun-filled activity. As a team, work together to complete all of the tasks (six – you can do it!) listed on the entry from, see links below. Take photos of your team completing the tasks and submit your entry by 11:59 p.m. Sunday, April 24.

Texas Children’s entry form

Pediatrics & Urgent Care Centers entry form

Activities in store for Patient Experience Week

Throughout the week, patients and families will be treated with activities such as BINGO, crafts and prizes. This is also a special time to show your appreciation to our patients and families by welcoming them in a fun way or writing a ‘Thank You’ note. (See examples in the photo gallery.)

Patient care and ancillary departments received a fun-filled toolkit to help teams commemorate Patient Experience Week and celebrate the magical moments you create.

Staff prize drawings for Magical Moments Submissions will occur Monday through Wednesday, April 25-27. Join the live Teams events by clicking the link below.

The Patient Experience Team received over 50 nominations from across the organization for the 2022 Caught You Caring of the Year Award. Hundreds of phenomenal examples of Texas Children’s team members living compassionately and amplifying unity were shared! Winners and Honorable Mentions will be notified during Patient Experience Week so stay tuned for winner announcements!

Show your Spirit. Let’s finish Patient Experience Week strong by wearing your favorite Disney or Super Hero themed shirt or socks on Spirit Day, April 29!

Share your Magical Moments Together. In addition to the photos entered for prizes, the Patient Experience team encourages you to take photos of you celebrating Patient Experience with your team and sharing with us at patientexperience@texaschildrens.org!

We look forward to seeing the magical moments you created together during this special week honoring your work to ensure positive patient experiences!

April 7, 2022

Recognition is a powerful component of patient experience. Creating a mechanism for patients to express their gratitude to those that care for them can lead to greater employee connection, retention, teamwork, and morale.

Caught You Caring (CYC) is an ongoing recognition program at Texas Children’s. It is offered to patients, families and staff, to recognize employees who have gone above and beyond their role to provide compassion to another person. We encourage everyone to submit CYCs for deserving team members! Once submitted, your CYC goes directly to the recipient and his or her leader. Submit a CYC here for someone you know!

Here are a few outstanding examples of Caught You Caring recipients:

  • “Kristian ‘Kiki’ Divin (Mark Wallace Tower Ambulatory Clinics) went out of her way to help me get formula to a patient when I wasn’t able to. I appreciate her teamwork and her commitment to patient care!”
  • “Dr. Wendy Valicek (Texas Children’s Pediatrics Shadow Creek) is the most caring and wonderful doctor I have ever known. She genuinely cares about my girls! She is the most responsive on MyChart – it’s almost as fast as when I’m texting with a friend! I couldn’t ask for a better pediatrician for my girls!!”
  • “The lab tech that drew my baby’s blood, Jamie Ash (West Campus Pathology), was amazing!!! She didn’t get bothered we were early. She immediately helped us. She was caring, nice, tried her best to cause the least pain to our four-year-old. She made a parent’s biggest headache, of having to get blood work for their small kid, such a great experience.”
  • “My son is autistic and had a meltdown and Maggie Roberts (The Woodlands Inpatient and Emergency Center) was so great and patient to assist me and my wife.”
  • “Kathleen Ashby (Legacy Tower Critical Care) is an exceptional nurse who is very collaborative with other disciplines. She takes excellent care of her patients and is receptive to therapist feedback to ensure best patient care.”
  • “Yesterday I had a procedure done at the Pavilion for Women and Helen Weledmariam (Pavilion for Women Facilities) was the patient transporter who took me down to my car afterwards. She was just so lovely! She had perfect timing, actually made conversation with me, and was a pleasure to interact with. As a Texas Children’s employee myself, I really appreciated Helen’s pleasant demeanor, encouragement, and the overall way in which she engaged with me. She is a great example of what it means to Live Compassionately!”
Patient Experience Week and Caught You Caring of the Year Awards

Patient Experience Week is around the corner, April 25-29, with activities, prizes and our annual Caught You Caring of the Year Award winner announcements. The Caught You Caring of the Year Awards recognize individuals who consistently demonstrate an outstanding commitment to compassionate care and teamwork. The Patient Experience Team is calling for Caught You Caring of the Year Award nominations through April 10. Click on the nomination form to recognize staff, providers and partners for moments when they went above and beyond.

This year’s Patient Experience Week theme, “Magical Moments Together” celebrates the special moments we create every day, with patients, families and each other. Stay tuned for more details about this fun-filled week.