Helping Patients Celebrate Life’s Important Moments

High school graduation day is a milestone most students spend years anticipating.

For 18-year-old Brooklyn Decker, celebration seemed out of reach when an unexpected hospitalization stopped her from walking across the stage with her classmates.

Instead, caregivers at Christian Hospital brought the celebration to her.

Patient experience team members and hospital staff gathered decorations, invited family members, and even created a keepsake poster filled with advice, encouragement, and congratulatory messages from members of Brooklyn’s care team.

What could have been a disappointing missed milestone became a memorable celebration.

The moment reflects the work the patient experience team at Christian Hospital does every day. In addition to helping patients and families navigate concerns, provide feedback, and improve their hospital experience, team members also look for opportunities to make meaningful moments matter.

“If this is the situation they’re in, how can we make it a little better?” says Raven Martin, Christian Hospital’s patient experience partner. “That’s where it starts.”

In another instance, the patient experience team helped a husband and wife celebrate a wedding anniversary while an unexpected hospital stay delayed the couple’s initial plans. They were treated to a surprise dinner at the hospital’s Courtyard Café, complete with a white tablecloth and custom meal provided by the hospital’s dining and nutrition team.

“It brought a smile to their faces,” Raven says.

Building trust through compassion

Creating memorable experiences is only one part of the patient experience team's work. The broader goal is helping every patient feel heard, supported, and valued throughout their stay.

Other initiatives launched by the Christian Hospital patient experience team include:

• Leadership rounding: Leaders from across the hospital visit patients to hear feedback firsthand and identify opportunities to improve care.
• Wayfinding and environment reviews: Ongoing efforts help make the hospital easier to navigate and create a more welcoming environment.
• Patient feedback analysis: Survey responses and patient comments help identify strengths and opportunities for improvement.
• Hydration Station: A recent summer initiative provides infused water and refreshments for patients, families, and visitors in the hospital’s main lobby.

Each effort starts the same way: by caregivers asking one another how they can help.

Learn more about Christian Hospital by visiting ChristianHospital.org/Discover.