To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that's above and beyond what's expected. And whatever you do must have an emotional impact on the receiver. - Tony Hsieh
Every minute a nurse cares for a patient they have the opportunity to achieve a positive cultivation of a relationship. When Sue Fern went above our expectations we wanted to tell you about our experience. Over the last 11 months, my husband has been in and out of the hospital due to complications that developed from his pancreatic cancer surgeries. During his, now four stays at Bronson we were given the gift of excellent care. One nurse, Sue Fern stood out, went beyond our expectations and "WOWed" us. During each stay, even if we weren't assigned to her, we would see her in the hall or at the nurses' station, and she would make us feel like we were actually even better than family. Always had a big smile, always showed real concern, always helpful, and always a positive advocate. Sue's determination to WOW both her patient and her patient's spouse with her outstanding professional care completed our Bronson positivity experience. Sue Fern went above and beyond our expectations. Several weeks after my husband's surgery we received a card from the second floor east, general surgery. Sue signed the card, "My thoughts and prayers are with you and L." She is the only one that remembered her patient's spouse's name, WOW. Sue made a connection and an emotional impact on us (her patient and his wife), during the most intense time of our life; and she continues to make us feel remembered every time we see her. When we enter the hospital, we are always looking to see if we can steal another smile from Sue Fern.
Note: This is Sue's 2nd DAISY Award!