August 2010 The online News Magazine of Saint Mary’s Health Care

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Day in the Life

 
Spend a day with Guest Services Team Lead Akira Washington, as she brings joys to multiple patients, and coordinates with an effective Guest Services Team.

As told by Within Staff Writer Lindsay Blair. 

 

 

 

   

“Everyday is unpredictable,” says Akira Washington, Guest Services Team Lead. Washington fulfills many important roles that entail: assisting patients and family members with wayfinding, delivering laptops and magazines to patients, organizing donations, answering many questions, and scheduling the Guest Services Associates.

 

“Our goal is to make the entire patient experience as comfortable as possible.”

Through all her different tasks, Washington has the opportunity to reach out to many patients. “My favorite part of my job is being able to meet all the different patients and their family members. It’s amazing because we become a family.”

Washington enjoys delivering the daily emails to patients throughout the hospital. “We have patient email through our website so family and friends can send special messages,” she shares. She also assists patients and family members with wayfinding. The hospital can be an overwhelming atmosphere and she is happy to escort individuals to their destination.

Washington previously worked at Nutrition Services for five years and after obtaining her associate’s degree, she became the Guest Services Lead. She is currently studying Business Administration at Cornerstone University.

I followed Washington as she prepared to brighten the day of patients. Along the way, Washington delivered

• laptops,
• emails, and
• board games to various patient rooms.

Akira Washington prepares to bring a patient the beloved game of "Chutes and Ladders." Delivering games and other items to make patients feel better is all part of Washington's job.

Each individual was very thankful for the special deliveries and enjoyed the interaction with Washington. “Patients are happy with us because they know they can talk to us about any of their concerns or needs. We make sure that they know we are here to support, guide, and keep them entertained.” Washington had a significant impact on patients’ experience just by sitting with them for a few minutes and bringing them something special to raise their spirits. “Working in this position, you notice that it’s the little things that truly count.”

Akira Washington and Mike Cowan, Switchboard Operator, exchange pleasantries. Guest Services and the Switchboard department work closely together to ensure a satisfying experience for all patients and guests of Saint Mary's Health Care.

Washington works with a supportive team. “I’m spoiled in this department because everyone does what they have to do and then beyond. Two words come to mind: responsible and reliable.”

Washington coordinates schedules with the volunteers and Guest Services to ensure that the hospital will have a support team in place for effective operations. The volunteers are an integral aspect of the Guest Services team. “We rely on our volunteers and we’re very grateful for all of their assistance.”

Training and working closely with volunteers and students are important aspects of Akira Washington's role. Here is Washington with Nakisha Saldana.

In turn, the volunteers are grateful for Washington. Nakisha Saldana, Work Study from Davenport University says, “Akira has a great attitude and is constantly upbeat. She’s very helpful and nice to everyone.”

So she can assist with setup and inform of different options for patients, Washington thoroughly understands programs, support groups, and meetings related to various diseases. She is impressed by all the efforts that go into making a positive experience for the patient.

“I love helping in any way that I can. In our team, there is no such thing as bad day, and that’s always clear in the environment here.”

 

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