The WOW Patient Experience Initiative recognizes team members who engage with patients/families, visitors and employees in exceptional ways, providing a superior level of commitment and reflecting the values of Wood County Hospital. Carla Flowers, Site Coordinator at Surgical Specialists of Bowling Green, was selected as the April WOW award winner for going above and beyond for a patient.
In March 2021, a patient came into the Center for Weight Loss Surgery for a dietitian appointment. Unfortunately, the doorway to the center was not wide enough for the patient’s wheelchair to fit through. Carla assisted the gentleman down to the Uhlman meeting room for a private and accessible meeting location. She displayed professionalism and compassion the entire time. She has since then brought attention to the issue and has been an advocate for the widening of these doorways to accommodate patients of all sizes and allow for greater accessibility.
Carla has worked at Dr. Michael Bielefeld’s office for the past year and a half. She has been a part of Wood County Hospital for the past 7 years, previously working as a financial counselor as well as a specialty biller for Wood Health Company. Carla shared that the most rewarding part of her job is the relationships that develop between staff and patients. Her goal is to make each patient feel like they are a part of their “family” from the time that are greeted at the front desk to the time they walk out the door.
Carla shared, “Having these types of relationships with our patients allows them to feel comfortable and open up as to what problems they are having. Showing the patients a caring environment makes them feel like they matter and that they are not just another patient on the schedule. I enjoy helping the patients have the best experience possible when here at the office. I especially love hearing the success stories that the patients tell in regards to their health.”
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