"During my apprenticeship, I realized that every care team member impacts the overall patient experience. Even when I'm feeling overwhelmed or tired from working overtime, I focus on bringing a positive attitude to work every day and ensuring my patient feels valued and well cared for. When I interact with patients, I am focused on what they are saying and actively listen; instead of multitasking or being in a rush. I try to be proactive in anticipating the patient's needs so that I'm not rushing around and being reactive to needs and requests. For example, if I'm in a patient's room finishing up a therapy session, before I exit, I scan the room to see if there is anything else I can help with like I may notice the TV remote is across the room, or their bedside tray is out of reach, so I will tend to those matters while I'm in the room. This reduces the chance of them calling someone back into the room for assistance. Overall, treating patients as I would want someone to treat me helps ensure they have a positive experience."

"Many patients are frustrated or just nervous about starting therapy after an injury, so I go above and beyond to help calm their nerves and reassure them that they are in good hands. It's important that they know we want to make every effort to help them get well and return home as soon as possible. I make every effort to meet them where they are, and if they need an additional break between tasks or just need to regroup to gain focus, I'm patient and accommodating. My goal is to meet their basic needs, then exceed their expectations for kind, compassionate care. I seek patients' feedback often, so I know how I can improve my interactions with them and improve their experience with us."