Lucas Ostronisky is a secretary at Akron Children’s Pediatrics, Green.
Every day at Akron Children’s, we strive to deliver compassionate care and create positive experiences for our patients and families. This month, we’re spotlighting Lucas Ostronisky, a secretary at Akron Children’s Pediatrics, Green, who recently received the following feedback from a patient family:
“…we went for my youngest son’s first newborn visit. We were greeted with such kindness at the front desk by Lucas (Ostronisky). We had our toddler with us and Lucas made a point to connect with him while we were checking in. Our toddler’s favorite character is Stitch. Lucas happened to be wearing a Lilo and Stitch shirt. Although he was shy about it, this small detail made my toddler happy and comfortable. After we were finished with the appointment, Lucas helped us schedule out a few appointments for our newborn and offered a sticker to our toddler. Fast forward a month and a half later: I took my toddler for a sick visit at this location and when we walked in the doors he said ‘Stitch,’ showing that he also remembered that connection at his brother’s last appointment. Lucas and my toddler happened to be matching in their Toy Story shirts this time – another win for a fun connection. As a parent, I love that Lucas is able to use this as a tool to connect with the children he works with. Thank you for your fun touch and warm personality at the Green office!”
How long have you worked at Akron Children’s, and what’s your role?
I have worked for Akron Children’s for just under a year and a half, and my role is secretary. I am one of the first and the last faces the patients see at their visits. During that time, I must make their experiences as enjoyable as possible because oftentimes kids do not like going to the doctor.
Reflecting on this patient experience and the feedback you received, how do you feel about it?
Honestly, receiving an award like this makes me feel that all the little things I try to do to help these families doesn’t go unnoticed. It makes me happy to know that I can make a difference in a patient’s day without actually being able to treat them myself.
How do you try to connect with patients and their parents on a daily basis?
Besides wearing clothes with kids’ favorite characters, I enjoy wearing any piece of clothing that can start a conversation. From shirts with fruits on them to socks with aliens, anything to make a kid laugh or a parent smile.
What does patient- and family-centered care mean to you? How do you strive to deliver that care?
To me, patient- and family-centered care means that you are not just worried about the patient who is here for treatment, but you are here to care for the entire family as well. I strive to help the family leave the office with no unanswered questions for the next visit. That ranges from making sure they have all the numbers for any referrals or the next few visits scheduled, so they don’t have to worry about scheduling conflicts or needing school forms.
What do you most enjoy about your work at Akron Children’s?
As much as I enjoy babies and little kids, the best part about working at Akron Children’s is the amazing co-workers you get to meet. They are there for the good and the bad days, to help you up when you are down, and to make you smile when you are sad. They almost feel like a second family to me most days and I am truly lucky to have found such great people!
