Carle Health announced on Apr. 27 that it is emphasizing the role of empathy, listening, and clear communication to improve the patient experience across its healthcare system.
The announcement comes during Patient Experience Week, a global observance recognizing healthcare team members who impact patients daily. Carle Health leaders say that providing excellent clinical care is not enough without also focusing on how patients feel throughout their journey.
“Carle Health remains committed to the belief that service excellence depends as much on how you make the patient feel as what you do for them,” Theresa Green, MSN, vice president of Clinical Excellence and Carle Experience, said. Napoleon Knight, MD, MBA, executive vice president and chief medical officer at Carle Health, added: “Top-tier patient experience begins with listening carefully to the patient’s concerns and demonstrating true caring and empathy. Paying attention to the things that make them unique and remembering them in future encounters is a little thing that shows them that you are attentive and really care.”
Team members from various departments—including those scheduling appointments, running lab tests, preparing meals or cleaning rooms—play key roles in shaping positive experiences for patients. The organization encourages recognition through its Gold Star program where patients can honor staff who provide exceptional care.
Several employees were highlighted for their contributions: Victory Kirk at Carle BroMenn Medical Center was recognized by patients for her efficient blood draws; Tina Gauwitz at Methodist Hospital North Allen Clinic received praise for professionalism during imaging procedures; Jorge Ramos Salazar at Richland Memorial Hospital earned both Gold Stars and a DAISY Award for his compassionate approach; Michelle Best from Home Care in Champaign-Urbana was commended by a patient who wrote: “Her vibe, kindness, understanding and determination for her clients is out of this world.” Best said she strives to be positive support beyond therapy itself.
The organization invites nominations of outstanding team members from patients or families through its Gold Star program. Those interested in joining Carle Health are encouraged to visit its careers page.
