March 16, 2022

Imagine yourself as a member of one of Texas Children’s patient families. You’re longing for someone to listen, wanting to make eye contact or needing help finding where to go the first time you visit our facilities – and that’s on top of worrying about the loved one whose illness or condition brought you there.

Now imagine the difference it would make for you to be heard, comforted and guided with compassion by your care team and other kind and considerate Texas Children’s employees.

Every member of our One Amazing Team has the opportunity to create this type of warm and welcoming environment for our patients and their families every day, contributing to the positive patient experience that is part of the latest People, Performance and Pre-eminence (P³) incentive plan goals.

“At Texas Children’s, how our patients and families experience care with us is central to establishing and continuing a healing relationship with them,” said Katie Kalenda Daggett, Director of Patient and Family Services. “Our commitment to that relationship and to patient-centered care is why patient experience is one of our organizational priorities.”

Why patient experience matters

Families often choose Texas Children’s because they know our global reputation for excellence in pediatric and women’s medical care.

What they don’t always know is whether that care will be part of an engaging and satisfying patient experience, defined by the Beryl Institute as “the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.”

Texas Children’s standard for patient experience calls for every interaction to be safe, personalized, present and compassionate.

“Caring for others is the reason many of our team members chose health care as a profession,” said Kalenda Daggett. “Providing a great patient experience is the right thing to do for our patients and their families.”

Studies show that patients who are more engaged in their health care have better clinical outcomes, and engaged team members also report higher levels of job satisfaction and lower levels of burnout and compassion fatigue.

‘We can all make a difference’

Through feedback on surveys and personal interactions with our Patient Experience team, patients and families have shared that one of the most important factors that affect how they feel about Texas Children’s is how well our team members work together to provide coordinated care.

“The staff was friendly and respectful to each other,” said one survey respondent. “They communicated with each other and supported each other. It gave me confidence in their ability to care for my kids.”

Every role counts – from managing the correct Epic templates for documentation to maintaining our website, scheduling appointments, screening visitors, completing registration, cleaning facilities and providing accurate billing. Even stopping to help someone lost in the hallway makes a difference.

“Doctors, nurses, support teams, administrative personnel – we can all make a difference in our patient’s lives,” said Elisa Mozley, Assistant Director of Patient and Family Services. “If something you did has the potential to make some part of a patient’s journey easier, more comfortable or brighter, you’ve done your part well.”

Jessi Carcamo, ambulatory services representative at Texas Children’s Hospital The Woodlands, is a shining example.

“Creating magic for everyone is a passion of mine. I have always found a great sense of gratification to know that I was able to help someone in any way possible, no matter how big or small,” said Carcamo. “Every morning no matter how I may feel I make an effort to make someone smile, a simple smile can turn your whole world around. Seeing someone smile and have just a little better of a day brings me the warm fuzzy feels.”

How you can help

Everyone at Texas Children’s can support patient experience. Here’s how:

  • Practice and promote safety, from washing your hands to cybersecurity.
  • Personalize the patient’s experiences by calling people by name, making connections and building rapport.
  • Be present by making eye contact, removing headphones or earbuds and being alert when walking the halls to pick up trash, help people that are lost and anticipate needs.
  • Be compassionate by taking your time with each interaction, putting yourself in someone else’s shoes and communicating understanding and support.
  • Watch the videoPatient experience: What’s it like in their shoes?“ featuring our President and CEO Mark A. Wallace and think about his question: “What small thing can we do today and every day to provide outstanding patient care and superb patient services for our families?”
  • Visit the Patient Experience Resource Center for tactics and best practices for delivering safe, personalized, present, and compassionate care experiences for our patients and families, and for recognizing and praising our Texas Children’s colleagues.
January 12, 2022

On December 30, Texas Children’s patients were transported in the comfort of their rooms to the world of Encanto! The Child Life, Patient Experience and Biomed teams collaborated to make this special movie premiere a reality. Here’s how.

The idea for the event was sparked in late summer, during Pixar Week – when all of the Pixar movies are promoted as a way for fans to connect online and relive their favorites. This special week is part of Texas Children’s partnership with Starlight and Disney to televise Disney Plus content on CCTV. The three teams’ desire for our young patients to experience the excitement around newly released movies as well as regular content got them thinking about how to make that possible.

Patient and Family Services Director Katie Kalenda Daggett worked with Disney Studios to secure permission for Texas Children’s to premiere the next new Pixar movie coming out – Encanto – on the CCTV network in patient rooms. This started the ball rolling for the three teams to put together the big event! Also, “this first-time agreement with Disney to show one of the movies for a special event in addition to bedside and in activity/playrooms is something we hope to be able to do more of in the future,” said event lead, Child Life Services Gaming Activity Coordinator Marty McMahon.

The teams were innovative on how to create a community environment where each patient would have the opportunity to “be a kid” and socialize. According to McMahon, “A ton of work went into bringing this premiere to life for patients…we made a true production of everything leading up to premiere day, with songs produced by the Music Therapy team for weekly Music group, and flyers designed and printed for day-of distribution to patients with a summary about the movie and show times.”

Premiere day featured hand-delivered Encanto-themed toys and four showings throughout the day, in patient rooms, two in English and two in Spanish, with subtitles for both.

“This was a really fun day for all, and good way to connect in a collective way,” said Child Life Services Manager Kari Lown. “It was a real perk to provide real-time Disney magic in the way of this movie so that our patients could participate in one of the latest trends and all of the excitement about Encanto at the same time as their families and everyone else in the world,” she added.

April 27, 2021

Whether you’ve celebrated a patient’s milestone, shared a virtual high-five with a colleague or written a heartfelt thank-you note to someone special, we hope Texas Children’s recognition of Patient Experience Month has encouraged you to express gratitude in every way you can.

And though April is coming to a close, you can always show your appreciation for those who make a difference. Use this fun visual all year long for creative and easy ways to share your gratitude, and to keep a running list of the things you’ve done.

Need a little more inspiration? Look no further than the 10 employees we’ve spotlighted below, who have all been selected winners of the Caught You Caring of the Year Award.

Caught You Caring of the Year Award

A staple of Patient Experience Week at Texas Children’s since 2017, the Caught You Caring of the Year Awards have recognized dozens of honorees for their outstanding commitment to compassionate care of our patients and their families – and the support and encouragement their presence has given to their own teams.

For 2021, there were 36 Caught You Caring of the Year Award nominations submitted for consideration on behalf of employees across the organization whose compassion, service and teamwork set them apart.

The winners listed below were chosen by the Patient & Family Experience Committee, an interdisciplinary group that represents a broad spectrum of department and roles within the system.

Please join us in congratulating these outstanding team members for embodying Texas Children’s values in all they do, every day – and stay tuned for additional details about each recipient on Connect!

Rose Ascencio-Escobar
Guest Services, Medical Center
When a taxi driver came into the West Tower lobby to help a patient whose mother was blind and needed an escort, Rose spoke to security and the screening team to find coverage for her desk and personally guided the patient and her mother to their destination in Mark Wallace Tower. She also helped the patient’s mother call a taxi to take them back home, and followed up with the driver to confirm they had made it safely.

Louisa Barausky
Social Worker, Clear Lake Specialty Care
While she is officially scheduled for Monday, Tuesday and Friday shifts, Louisa often comes into work on days when a particular family or team member has a need that a social worker can address. Even if it changes the days when she takes her own children to daycare, she always makes herself available.

Dr. Claire E. Bocchini
Provider – Transplant Infectious Diseases, Medical Center
Claire has spent countless hours helping one young patient get custom therapy for an infection of his ventricular assist device. With his last infection resistant to almost all antibiotics, she collaborated with Baylor to develop a personalized treatment; applied to the Food and Drug Administration for approval of a new drug; and worked with the Institutional Review Board and Institutional Biosafety Committee to ensure the patient could receive the cutting-edge treatment.

Alicia Cisneros
Medical Assistant, The Center for Children and Women
Early in the pandemic when clinicians were donning PPE to see their patients, Alicia didn’t hesitate to put on a gown and gloves herself to assist a provider in delivering care to a patient who needed her help. Thanks to her dedication, the patient had their blood work done.

Dr. Julie Hakim
OB/GYN, Pavilion for Women
Though she is a supervisor in the lab, Julie makes sure her fellow team members feel like they are equals. She values their opinions and ideas so much that she has established a quarterly Happiness Quotient Meeting, where she takes them off campus to check in on how they’re doing both personally and professionally.

Dana Hrobar
Diabetes Education Specialist, West Campus
When a young pre-teen patient presented to the clinic with diabetes-related burnout, Dana devoted considerable time with the patient and her family to better understand their perspective. Practically in tears when she arrived, the patient left with practical ways to overcome the daily stress of managing her disease – and her mother was grateful for Dana’s caring support.

Monica Kazee
Lead ASR, West Campus
After watching a parent leave the lab unsatisfied with the check-in process and wait time, Monica literally ran to stop them from leaving the parking lot without accepting her apology and assistance. She ultimately got the patient and their parent to return, and upon learning their labs were time-sensitive, worked with the phlebotomist to have them seen as soon as possible.

Aracely Lara
Guest Services, The Woodlands
Aracely is the person that families can count on for support when they come into the Emergency Center and have an unplanned admission. She connects with them promptly, listens intently to their needs and determines how Guest Services can provide immediate help that makes a dramatic difference in a scary situation.

Eric Lopez
Perioperative Care Technician, West Campus
A hard-worker and team player, Eric has taken it upon himself to celebrate his fellow team members. For CRNA Week, he displayed all the CRNAs on a board and led fellow team members in writing thoughtful notes for them. For Nurses Week, he took pictures of all the certified nurses for the display board and made them goodie bags.

Maggie Tran
CPCU RN, Medical Center
With COVID restrictions making it even harder for patients to enjoy their birthdays and holidays while hospitalized, Maggie wanted to make a difference. She went out of her way to prepare a card signed by her fellow team members to make one patient feel special, and remind them they aren’t alone.

April 20, 2021

When the COVID-19 pandemic hit and in-person team meetings were no longer an option, Texas Children’s close-knit Clinical Nutrition team knew they wanted to continue recognizing each other for their hard work and dedication.

Sending Caught You Caring messages became their favorite way to keep that spirit of thankfulness and camaraderie going – and soon they had submitted more notes than any other team across the system.

“So many of us go above and beyond for our patients and our teammates,” said Agata Matusz, a clinical nutrition manager at the Medical Center campus. “This year has taught us so many things and giving grace and being kind to one another is at the top of the list.”

As we enter the third week of Patient Experience Month, our focus remains on expressing gratitude to patients, families and fellow team members who make a difference.

Using words of affirmation, like our Clinical Nutrition colleagues and those in the stories highlighted below, is one of many easy and impactful ways to show your appreciation. For even more ways to express your gratitude this year, check out this fun visual.

“It feels great to know that you’ve made a positive impact on someone’s day, even when you don’t realize you have,” said Nidia Delgado, a NICU dietitian at the Medical Center.

‘I hope my handwritten notes provide solace and support’

As a caretaker for his father, CT Specialist Juliano Gomez often felt like a number. Whenever someone reached out to him personally – even with something as small as instructions for how to contact them – the empathy helped him feel less lost.

Those personal memories have prompted Gomez to send handwritten thank-you cards to the patients he works with at the Medical Center. He also knows that many families have made tough choices to continue receiving care at Texas Children’s amid the pandemic, and believes those sacrifices should be acknowledged.

“Parents have been incredibly thankful. It has opened the door to conversations as I learn more about their child’s journey and their own as a caretaker,” Gomez said, noting that the dialogue has also revealed areas for improvement.

“With the help of my colleagues across several departments, we’ve revised our allergy prep procedures to ensure patients have the appropriate contrast allergy pre-medications prior to coming in, and we have reworded a misleading text message with incorrect arrival instructions.”

‘It is critical that we make the time to let others know we see and appreciate their efforts’

As a leader, Eric Allum can’t be everywhere at all times to witness his team member’s many acts of caring and compassion. But that doesn’t stop him from using words of affirmation to thank and encourage them every chance he gets.

It’s a daily habit he’s picked up from the servant-leaders that have surrounded him throughout his career, who instilled in him the value of living compassionately and making it a priority to extend recognition that is personal and meaningful.

“When specific examples are brought to my attention, I embrace the opportunity to celebrate their individual contribution and the measurable impact they’re having on our patients,” said Allum, director of Business Operations and Support Services at The Woodlands campus.

“I find the more time I take to recognize and appreciate others, the more I get to do it. It has a funny and powerful way of building upon itself.”

How do you show gratitude?

We want to see how you express gratitude to patients, families and/or colleagues. Submit a photo of your efforts to patientexperience@texaschildrens.org. Submissions will be accepted through Wednesday, April 21, and may be displayed on Connect in the virtual Acts of Gratitude photo gallery.

When you submit a photo, you will also be entered into our final weekly prize drawing on Friday, April 23. Prizes include an entertainment package, fitness package and outdoor package.

 

April 12, 2021

 

For our continued celebration of Patient Experience Month, we’re shining a light on gratitude and the opportunity each Texas Children’s team member has to express appreciation to the patients, families and colleagues who make a difference in our lives.

Whether you submit a Caught You Caring note to someone who deserves recognition, speak positively about others or just make time to be fully present and actively listen – sharing your gratitude can be a powerful way to show how much you care.

Ready to extend the thank-you that brightens someone’s day? Post this fun visual to your workstation with 21 ways to express gratitude in 2021, and read on for inspirational stories about our fellow team members who have made demonstrating and living with gratitude a part of their daily routines.

Their love for their job and their patients shines daily

For Paola Arizmendi Sanchez and Criselda Solis, making patients at Texas Children’s Specialty Care Austin feel special starts with art supplies and the roll of paper on the exam room tables.

Sanchez and Solis draw cheerful pictures that range from seasonal themes and holidays, to characters from Disney movies and popular cartoons. They also leave each patient a personalized message.

“The parents are really appreciative of the gesture,” said Solis, a medical assistant.

Sanchez, a nurse, added that the artwork helps patients feel more at home. “I hope to make the rooms less scary, especially now that providers and medical personnel have to wear masks and goggles,” she said.

The impact of their kindness isn’t lost on clinic providers, either. Dr. Ravneet Donegan has noticed that the drawings and messages help patients feel welcome and excited to be there, while Dr. Kavita Patel has seen the simple artwork make visits to the doctor more fun.

“It adds a personal touch and shows each patient that we see them as a unique individual. For the younger children, it helps allay fear and provides a positive distraction in what can otherwise be an intimidating experience,” said Dr. Alison Humphrey. “I am so grateful to work with these exceptional colleagues.”

She goes above and beyond to make sure every staff member feels appreciated’

Clinical educator Haley Visneau has an upbeat attitude, a ready smile and a playful sense of humor that helps her colleagues throughout Texas Children’s Urgent Care know they are appreciated and seen for everything they do.

No matter the time of day, Visneau makes herself available to support her fellow team members. She sparks engagement by sending out emails that provide important information in an eye-catching way, and strives to touch base with each of her colleagues to offer encouragement before she leaves the clinic each day.

“Haley’s energy and actions are always so positive and uplifting,” said Heather Journeycake, manager of advanced practice providers for TCUC. “Everyone is happy when they see Haley in the clinics.”

Creating magic for everyone is a passion of mine

Anyone who has visited the second floor of the outpatient building at The Woodlands can tell you about Jessi Carcamo and the way she brings a smile to the face of anyone who steps through the door.

An ambulatory service representative with a natural flair for making any atmosphere feel festive, Carcamo dresses up in theme for every holiday – and on the days in between, she can be seen wearing costumes and accessories that delight everyone she meets. It’s all part of her daily effort to turn someone’s day around with a warm smile and heartfelt hello.

“I have always found a great sense of gratification in knowing I was able to help someone,” said ‘Ms. Jessi,’ as she is affectionately known. “I am passionate about customer service, kindness, empathy, inspiration and compassion. If you are ever in the area, stop on by and I promise you’ve got a friend in me.”

How do you show gratitude?

We want to see how you express gratitude to patients, families and/or colleagues. Submit a photo of your efforts to patientexperience@texaschildrens.org. Submissions will be accepted through Wednesday, April 21, and may be displayed on Connect in the virtual Acts of Gratitude photo gallery.

When you submit a photo, you will also be entered into a weekly prize drawing to be held on April 16 and 23. Prizes include an entertainment package, fitness package and outdoor package. Submit your photo early for more opportunities to win.

April 6, 2021

As we celebrate Patient Experience Month at Texas Children’s and honor our team members who make a difference every day to our patients and their families, we also kick off a year of gratitude – and encourage our One Amazing Team to find ways to express their own thanks to the colleagues who brighten their days, and the patients and families entrusted to our care.

Patient Experience Month gives us an opportunity each year to applaud every employee who helps our patients navigate their Texas Children’s journey in a positive way. Whether you serve right at the bedside, lead a team, support our caregivers or play a non-clinical role, you have an impact and make a contribution that matters.

Each of us at Texas Children’s can also point to a fellow team member whose words or actions have brought us a smile, or kept our patients and their families uplifted. This month is an ideal time to start showing that person how grateful we are for everything they do in one of countless ways. Try celebrating an achievement, performing random acts of kindness, penning a note, making a personal connection, speaking their praises or simply stopping to say thank you.

You can even send a Caught You Caring note to a colleague who deserves recognition. Sending this to a colleague is a quick and easy way to say thank you to someone who has gone out of their way to help or provide a positive experience. Just write a few sentences about their impact and a Caught You Caring will be automatically sent to the person you are recognizing and their leader.

“I’m going about my day – and sometimes it’s an arduous day – and seeing the ‘Caught You Caring’ on my email subject line instantly makes me smile. I can’t wait to open it,” said Veronica Medrano, a medical social worker. “The message always makes me feel so good, and reminds me of all those warm feelings that are the reason I’m here.”

For more resources and tips on expressing gratitude, visit the Patient Experience resource site.

For a fun visual about ways you can express gratitude in 2021, click here. Print and post the flyer at your workstation to amplify unity and help inspire gratitude in others.

Show off your photos and win a prize

Now that you’ve committed to expressing your gratitude, submit a photo of your efforts to patientexperience@texaschildrens.org. Submissions will be accepted through Wednesday, April 21, and may be displayed on Connect in the virtual Acts of Gratitude photo gallery.

When you submit a photo, you will also be entered into a weekly prize drawing to be held on April 9, 16 and 23. Prizes include an entertainment package, fitness package and outdoor package. Submit your photo early for more opportunities to win.

Submit a nomination for the Caught You Caring of the Year Award

You may also consider submitting a nomination for the Caught You Caring of the Year Award on behalf of a colleague who goes the extra mile in their day-to-day activities, and stands out for their caring and compassionate interactions with our patients and their families. Nominations for the Caught You Caring of the Year are due by Wednesday, April 14.

To submit your Caught You Caring of the Year Award nomination, click here.

November 2, 2020

Halloween came early for several patients, their families and employees at Texas Children’s. While the COVID-19 pandemic changed this year’s Halloween celebrations, Child Life teams at our three hospital campuses organized several spooktacular activities while keeping safety and social distance in mind.

At Texas Children’s Medical Center Campus, the festivities began on October 10 in the neonatal intensive care unit (NICU) where our hospital’s tiniest patients celebrated their first Halloween dressed up in costumes that ranged from lady bugs, butterflies and fruit, to super heroes and Disney characters.

Texas Children’s NICU Child Life and Music Therapy team organized the Halloween celebrations with support from the Newborn Center Social Work team and NICU leadership. Due to COVID-19, this year’s celebrations were organized differently to maintain social distancing. Instead of hosting costume decorating parties where parents gathered in a room to make their babies’ costumes, kits were distributed to families so they could make their own Halloween costumes individually.

“We provided materials to create felt layover costumes so that all NICU patients, no matter their medical needs, could participate,” said Child Life Specialist Teaghan Robinson. “Several families used the kits to create costumes for their babies, while other families purchased their own costumes for the occasion. Since the hospital environment can be a difficult place for NICU patients and their families, our team wanted to normalize their experience as they celebrated their baby’s first Halloween.”

For siblings who were unable to visit their newborn brother or sister in the NICU due to hospital visitation restrictions, the NICU Child Life and Music Therapy Team provided Halloween themed picture frame decoration kits for parents to take home with them so their children could also join in on the fun.

Video: Halloween highlights at Texas Children’s

The Halloween festivities didn’t stop there. There were plenty of other Spooktacular events in October:

Child Life Zone Halloween Party: Spirit of Halloween donated costumes to patients and their families for this special occasion. Activities included pumpkin painting, witches slime making, a photo booth, and games. Patients from each floor came up to the Child Life Zone on their designated day to allow for social distancing. Staff from other departments volunteered the event and dressed up in their Halloween best.

Reverse Trick or Treating: Complete with music, games, a photo booth, and COVID-19 friendly trick or treating, a decorated cart filled with Halloween goodies made its way to each patient floor in West Tower. Patients, dressed up in their costumes as they waited eagerly in their room to trick or treat with staff.

Halloween at West Campus: Patients received Disney-themed bags filled with fun activities based on the individual’s age/developmental level. These bags included stuffed animals, Halloween/Autumn coloring or sticker activities, Disney pen and journal, Disney playing cards and books to read.

Halloween at The Woodlands: The Woodlands Campus celebrated Fall Fun Day where staff handed out over 400 bags of fall themed toys and activities to our inpatients and outpatients. Inpatients were able to participate in socially distanced pumpkin painting. The NICU patients were also able to have their First Halloween pumpkin pictures by the Child Life team with the support of First Memories Texas equipment and supplies. The bags and items were generously donated by community partners including: Clariant Oil Services, Junior League of The Woodlands, Arthur J. Gallagher & Co. The Woodlands Fire Department, Klein Cain Mu Alpha Theta, Modern Woodmen of America, National Charity League – Woodlands Chapter, Chick-Fil-A College Park and 501st Legion – South Texas Squad of Star Garrison.

View the photo gallery to get a glimpse of the fun everyone had at these unforgettable events.