What a 5-Star Experience Looks Like in Real Moments of Patient Care

When we talk about delivering a 5-star experience at University Hospitals, we're not talking about scores, rankings or service metrics alone.

We're talking about people.

We're talking about the nurse who makes sure a patient's voice is heard. The caregiver who steps in during a life-threatening emergency. The team member who offers calm and reassurance when someone is facing one of the hardest moments of their life.

These are the moments patients and families remember. They build trust. They provide comfort. They remind people that they are not navigating illness, uncertainty or crisis alone.

Every day across UH, our caregivers create those moments through their compassion, expertise and commitment to doing the right thing. The recipients of our recent Shining Star Bravo Awards are powerful examples of what that looks like in practice.

Ellen Fisher, RN, UH Seidman Cancer Center

Ellen’s work demonstrates a steadfast commitment to doing what is right for our patients, even in the most complex circumstances. By thoughtfully advocating for a patient's wishes and partnering closely with the care team to ensure appropriate protocols were followed, she helped uphold the dignity, rights and voice of the individual at the center of care.

Ellen’s actions reflected both clinical excellence and deep compassion. Even though Ellen was miles away from the patient, her willingness to ask questions, engage the care team and ensure the patient's preferences were respected made a profound difference.

Her leadership is a reminder that trust is built through vigilance, integrity, and an unwavering commitment to our patients.

Sonia Blake, Nurse Manager, Dahms Clinical Research Unit

Sonia's story is a remarkable example of service excellence in action.

As she was leaving work one day, she heard a crash and immediately rushed to help. What she discovered was not a wheelchair accident, but a visitor in cardiac arrest.

Without hesitation, Sonia began CPR, directed others to assist, and helped coordinate a lifesaving response until additional caregivers arrived. Thanks to her quick thinking and leadership, the visitor regained a pulse and was safely transported to the Emergency Department.

In a moment of crisis, Sonia didn't wait for someone else to act. She stepped forward and made all the difference.

Kipp Smith, Laboratory Support Technician/Phlebotomist III

Kipp demonstrates that exceptional care is often found in the moments that matter most to patients.

Every day, he brings professionalism, compassion and a positive attitude to his role. He helps patients feel calm, comfortable and cared for during what can be an anxious experience for them. His ability to connect with people, put them at ease and deliver excellent care leaves a lasting impression.

Often described as a true "rock star," Kipp consistently puts patients first and approaches every situation with a system-minded perspective. His commitment to doing what is best for patients, combined with his outstanding bedside manner and good-natured spirit, make him an invaluable member of the UH team.

Whether interacting with patients, supporting colleagues or representing UH through his daily actions, Kipp demonstrates the excellence and compassion that define our organization.

Christina Luszcak, Clinical Pharmacy Specialist

Christina’s work demonstrates an unwavering commitment to excellence in patient care. Through her leadership in developing pharmacy services for stem cell transplant and cellular therapy patients, her contributions to advancing clinical practice and national standards, and her dedication to evidence-based care, she has strengthened outcomes for patients at UH and beyond.

Patients frequently remember Christina by name because of the care, guidance and reassurance she provides throughout their treatment journey, counseling patients extensively before and after transplant.

She is also described by colleagues as the heart of their team's culture — someone who makes everyone feel welcome, fosters meaningful connections and helps create an environment where people feel valued, supported and part of something larger than themselves.

Savannah (Jackson) Lilly, Patient Access Representative

Savannah's story shows how a single interaction can change the course of someone's day — and potentially their life.

While working at the Emergency Department front desk, she received a call from a patient experiencing a mental health crisis. Remaining calm and focused, she stayed on the line, provided reassurance, and made sure help was on the way.

Her steady presence and genuine concern for another person's well-being made a profound difference when it mattered most.

Savannah offered light in someone’s darkest moment. Her presence mattered. Her patience mattered. Her empathy mattered.

The way she handled a difficult and emotional situation reflects the very best of UH and the extraordinary care we strive to provide every day.

The Moments That Matter

The stories of Ellen, Sonia, Kipp, Christina and Savannah are different, but they share a common theme.

Each caregiver recognized a moment when another person needed help, reassurance, advocacy or compassion — and they responded.

That's what a 5-star experience looks like.

It's not created through a single initiative or program. It's built one interaction at a time by people who bring our values to life every day. It's reflected in the trust we earn, the connections we form and the way we care for patients, families and one another.

I am grateful to these Shining Star recipients and to the thousands of UH caregivers across our system who create these moments every day. Through their actions, they remind us that exceptional care is not just about what we do. It's about how we make people feel when they need us most.