Making sure patients know ‘they’re not a number’

For about three years, a patient at the UCHealth Neurology Clinic at Harmony Campus would look forward to the special care she received. Although she could no longer chew, she could still eat her favorite candies – Junior Mints and Reese’s Peanut Butter Cups.

Sharon Kelley, medical assistant with the clinic, made sure that for every visit, one of those candies was available to share with the patient.

“The biggest thing is really making them feel like they’re not a number,” Kelley said.

She’s been a medical assistant for about 36 years and with the clinic since 2020. One of the top complaints she’s heard over the years is patients feeling a lack of engagement with staff. Kelley is attentive with all of them and looks for ways to offer compliments.

“I watch for things like hair, jewelry, things you can see they’re proud of,” she said.

She also is sure to make eye contact and listen closely. She reassures them that they’re in good hands when they arrive for appointments.

“All the doctors there are amazing,” Kelley said. “It’s nice to hear, when patients come back out, ‘You were right.’”

Rachel Gillett, medical assistant with the clinic, said Kelley goes above and beyond for every patient, and the clinic as well as the patients are lucky to have her.

“She cares so deeply for everyone, and it is apparent in her work,” Gillett said. “She works tirelessly to ensure that each patient is taken care of to the best of her ability.”

Kelley said she loves how team members at the clinic can count on each other. One day, she didn’t have any candy for her patient, and Gillett appeared with Junior Mints.

“I introduced my patient to Rachel that day and let her know that she went and found her candy treat for her that day,” Kelley said. “The patient was blowing her kisses. Heartwarming, as she felt so happy for the kindness.”

The patient recently died. She asked the nurse to pass along a message of gratitude to the physician and Kelley.

“It brought us both to tears. She will never be forgotten,” Kelley said. “On the days when this job is stressful and overwhelming, I just stop and think of how important our care is to people. The diseases our patients deal with every day in neurology are horrifying, and they deserve a little brightness in their day.”