Thousands of dedicated CHS hospital professionals have worked tirelessly over the last several years to fulfill our shared purpose of helping people get well and live healthier. One of the primary ways we do this is by delivering a positive patient experience, and it’s the deeply committed women and men in our hospitals who make this purpose a reality. Recently, we talked with two employees from Flowers Hospital in Dothan, Alabama, about what it means to be key to the experience.
Amid the myriad medical charts and monitors, Rebekah Maness is a nurse whose commitment to the patient experience transcends routine tasks. With six years of service at Flowers, Rebekah’s approach is rooted in one fundamental principle: communication.
For Rebekah, each day begins with a genuine desire to connect with her patients. Armed with empathy and a warm smile, she greets each person under her care as more than just a medical case. Delving into their charts, she seeks to understand their medical history and who they are when they’re not in the hospital.
Patient experience, to her, is more than a buzzword. It entails treating each patient like family, fostering trust, and offering unwavering support during their darkest moments. Rebekah understands that illness can be disorienting and frightening, and often, what patients need most is not just medical intervention, but also, a comforting presence.
And her dedication extends beyond her patients to their families. She values including loved ones in the healing process, acknowledging their fears, and providing a compassionate ear. To her, it’s about nurturing a sense of community and support, not just treating the illness.
Reflecting on her journey, Rebekah acknowledges the evolution of her approach to patient care, from struggling with communication as a “new nurse” to embracing empathy and connection as second nature — knowing that it’s the lives touched and the hearts healed that matter most.
With over 28 years of service, Darlene Long has been a dedicated guardian of food and nutrition services at Flowers Hospital, overseeing every aspect with compassion.
As a department supervisor, Darlene’s responsibilities extend beyond kitchen operations; they also entail providing comfort and support to patients and their families. One memorable encounter for Darlene was with a grieving family in the hospital cafeteria. Sensing their sorrow, she approached them with kindness and offered a prayer, forging a lasting connection that to this day extends beyond hospital boundaries.
Another poignant moment for Darlene was when she delivered a birthday dessert to and serenaded a patient with “Happy Birthday.” This seemingly ordinary gesture grew into something extraordinary when the patient’s family stayed in touch with her following the patient’s discharge and ultimately invited her to sing at his funeral. Standing before the mourners, Darlene realized the true power of human connection.
She continues her tradition of singing birthday songs to patients, cherishing each opportunity to brighten someone’s day. For Darlene, patient experience is about going above and beyond to make a difference.