Suzanne Dragus is a guest attendant at Akron Children’s, Mahoning Valley.
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 Suzy Dragus, a guest attendant at Akron Children’s, Mahoning Valley, who recently received the following feedback from patient families:
“I was so very pleased with the receptionist (Suzy). I parked in the wrong location and entered building A, when I should have entered through the emergency room, because I didn’t know. She walked me all the way through the checkpoint. I was so grateful for her. She held my daughter while I got all of the registration information for the other nurse.”
“I am truly impressed and happy about the Boardman, Ohio, front desk receptionist (Suzy). My child gravitated towards her right away, and Suzy was just so loving and fantastic! Seeing Suzy for the second time made my experience even better! We love her and appreciate her love and true caring soul. Please treat her well and give her a raise that she deserves. Thank you.”
How long have you worked at Akron Children’s, and what’s your role?
I celebrated my one-year anniversary in March. As a guest attendant, I work in the lobby at the entrance of building A in Mahoning Valley. It’s very busy entrance for our pediatrics office, orthopedics and our specialty services. My job is to greet our patients and families. We have a big hospital, and I’m here to help guide them in any way that I can.
Reflecting on these experiences and the feedback you received from the families, how do you feel about it?
I was very touched and so grateful that they would take the time to write about their experience. I feel like what I do every day is part of who I am. I want to help people. I love acts of service. To me, helping our patient families is something that I get to do, not something that I have to do, and I love that.
As a guest attendant, how do you strive to make patients and families feel welcome?
Everyone who walks into the building has a story or something they’re going through. I always try to put myself in their shoes. Maybe they’re feeling overwhelmed or they’re frantic and not having the best day. I always strive to make them feel welcome, answer their questions and put their minds at ease however I can. I try to reassure them that they’re in the right place, and we’re going to take care of them.
The nice part of my job is I’m not always stuck behind the desk. I get to walk and talk with families. That really is the bright spot of my day.
As a guest attendant, Suzy helps patients and families navigate the hospital.
What does patient- and family-centered care mean to you? How do you strive to deliver that care?
I can see the look on their faces when they come in, and I try to put their minds at ease. Showing compassion, giving a simple smile and saying hello goes a long way. I can see their anxiety level decrease as I talk to them. I try to extend that warm welcome and let them know this is a great place. My focus is always 100% on them.
What do you most enjoy about your work at Akron Children’s?
I love kids. They are near and dear to my heart. Patients and families will tell me, “I can tell you love your job. You have a smile on your face all day long.” How could I not? Look at these kids and special families I get to be around all day.
I feel blessed that I get to work here. It’s very rewarding. I work in the greatest department. I’m free to be who I am at work, because it comes from the top. To be surrounded by people who are like-minded and who are all striving for the same goal, that’s everything.
