In Conroe, Texas, team member Broderick Edwards was in his facility’s cafeteria when he noticed a woman who was sitting at a table and crying. Rather than just passing her by, he took the time to check on her. As it turned out, the woman was dealing with quite a bit. Her husband was a patient at the facility and was preparing to undergo a procedure, and the following day she was scheduled for a surgery of her own. On top of that, it was the one year anniversary of the death of her nephew, who was killed in a car accident. Broderick was able to relate and sympathize with the woman, as he had lost his own sister in a car accident. Their conversation blossomed into one of kindness and empathy, and Broderick sat and talked with the woman for some time until she was calmed down and feeling better. She later referred to Broderick as her angel who stopped to comfort her and provide her a shoulder to cry on.
“The silver lining was Broderick. That was just us having the very best employees and ones who go above and beyond to engage people.”
What’s more, this was the couple’s first visit to the medical center since the 1980s, even though they have lived in Conroe their entire lives. They had a poor perception of the facility, but after their visit, their perception completely changed. Sue Maestra, Director of Physician & Provider Relations, said that she spoke to the couple and was pleased to hear that they had a fabulous experience from registration to discharge. Sue added, “The silver lining was Broderick, and that was out of my control. That was just us having the very best employees and ones who go above and beyond to engage people.”