Lena Besa
August 2014
Leni
Besa
,
RN
PACU
Kaiser Permanente South San Francisco Medical Center
South San Francisco
,
CA
United States
...What makes Leni so special and extraordinary is her consistently positive, caring attitude and professionalism. Leni willingly takes assignments, floats to any area within the department, offers help wherever needed, even comes on her day off to help out.
Most recently, Admitting and PeriOp discovered that surgical patients were not getting streamlined care they deserved in setting up a surgery appointment. The current process was to inform patients the day before of their exact surgery time and when to report to HAS. After the committee determined a better process that would make the service better, it became all Leni's role to make contact with the patients to inform them of their surgery date and time and when to report to Admitting the day of surgery. This 5 day a week notification system was managed by Leni in a 4 day work week. Leni always finds a way to seamlessly make it happen. If she is unable to get a hold of the patients, she passed the information to surgery schedulers to assure that patients would get their surgery times. We have had a 100% notification and patient satisfaction since the new process started.
Leni has also taken on follow-up postoperative phone calls. Our goal was to provide outstanding outcomes, at the lowest cost and with a high degree of patient satisfaction. Leni stated that these patients are very appreciative of the follow-up call and has allowed them to clarify any discharge instructions.
Leni is always kind and pleasant to everyone - patients, families, peers and provides service with a smile. Leni deserves the DAISY Award because she exemplifies the true meaning of providing superior care experience, for every patient, every time.
Most recently, Admitting and PeriOp discovered that surgical patients were not getting streamlined care they deserved in setting up a surgery appointment. The current process was to inform patients the day before of their exact surgery time and when to report to HAS. After the committee determined a better process that would make the service better, it became all Leni's role to make contact with the patients to inform them of their surgery date and time and when to report to Admitting the day of surgery. This 5 day a week notification system was managed by Leni in a 4 day work week. Leni always finds a way to seamlessly make it happen. If she is unable to get a hold of the patients, she passed the information to surgery schedulers to assure that patients would get their surgery times. We have had a 100% notification and patient satisfaction since the new process started.
Leni has also taken on follow-up postoperative phone calls. Our goal was to provide outstanding outcomes, at the lowest cost and with a high degree of patient satisfaction. Leni stated that these patients are very appreciative of the follow-up call and has allowed them to clarify any discharge instructions.
Leni is always kind and pleasant to everyone - patients, families, peers and provides service with a smile. Leni deserves the DAISY Award because she exemplifies the true meaning of providing superior care experience, for every patient, every time.