"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 call lights or other requests. For example, if I'm in a patient's room taking their vitals, 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 nervous or anxious when they are in the hospital, 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. I make every effort to make them comfortable, whether that's helping them find their favourite channel on the tv in their room, assisting them with filling out their menu, or getting them an extra heated blanket. 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."