(Aug. 28, 2020) – KHA's Health Care Worker of the Year Award highlights hospital employees who have made a significant contribution to the betterment of their hospital. These individuals have been nominated for this award because they routinely go above and beyond the call of duty.
When Paula became the primary facilitator of the customer service training initiative, she was not a trained educator. She understood what it is like to be the family member trying to navigate care for loved ones. She is known for doing what is right for the patient and never settling for anything less than the best care and service. She is a walking role model for what each team member should strive to encompass. She can passionately describe what optimal service to patients looks like, and transparently describes examples of where service has fallen short. She effectively interacts with executives, as well as those at a patient's bedside. She can both honor and challenge any resistance she might encounter by being credible. Paula has facilitated customer service classes for more than 25,000 individuals. She continues to mentor the next generation of course facilitators. She helps to revise the curriculum to keep the bar high and the content relevant. She has written countless articles celebrating organizational role models.
In her laboratory role, Paula has the ability help solve problems and make systems work better. She pulls together individuals and teams to implement new processes and improve systems in support of outstanding patient care. Paula leads through her actions. When there is an opportunity to improve care, service or communication, she reaches out as a caring coach. Paula is quick to recognize and highlight the amazing work staff and others have done. She works to manage the data and reporting to ensure clinical quality. Paula works with teams and individuals when unfavorable trends are reported. She coaches on how to interpret the data, how to do the needed quality checks, how to improve systems and processes, as well as how to collaborate across the lab and the hospital to ensure the results being generated by the lab are accurate, timely and available to those who need them.
Paula's commitment to improving performance also extends outside the walls of the Health System. For years, Paula has participated on teams evaluating other clinical labs across the country. She uses these opportunities to share and learn best practices, collaborating to improve lab systems and processes here and across the country.
Paula will be recognized with other Health Care Worker of the Year nominees during the KHA Virtual Convention, Oct. 21-23. The winners also will be recognized at their hospitals.