Allen Smith is a suture technician at Akron Children’s campus in Boardman.
As a suture technician in the emergency department at Akron Children’s Boardman campus, Allen Smith understands the entire family is typically nervous and upset when a child is hurt. He uses kid-friendly terminology and a sense of humor to make everyone feel more comfortable and keep his patients calm. Read the feedback a patient family shared after a recent visit:
“Sitting here in the room still waiting for discharge papers. However, I am so impressed with the suture tech, Allen Smith. I could not wait to give him the much-deserved kudos. My son requires more patience than most people usually grant. He is quick to shy away from people and even quicker to not follow their instructions at the slightest hint of impatience. I was mentally preparing myself for the crying and outburst that never came. Allen made him feel comfortable, never rushed him, and even joked around with him for a couple of minutes while providing instructions. It was amazing. He was so good with him! Thank you!”
Reflecting on this patient experience and the feedback you received, how do you feel about it?
I knew the father was going to fill something out, but I had no idea what he was going to write. I really didn’t expect that it would go this far and that I would be recognized at such a high level. I didn’t do anything that I don’t normally do with all my patients.
How do you build rapport with patients and families to make them feel calm and comfortable?
I avoid using “scary” words like stitches and needles, and joke that if they really want that, I’ll have to go to the adult hospital to get them. I tell them I’m going to use string Band-aids that are like a slow magic trick because they will gradually disappear. This helps to put them at ease. I’ll also jokingly ask if a T-Rex or shark bit them. If I can get them to laugh that helps to keep them calm and comfortable throughout their procedure.
What does patient- and family-centered care mean to you? How do you strive to deliver that care?
To me, family-centered care is about making patient families feel comfortable and putting them at ease. When they come in, they are nervous and their child is hurt, so I put myself in their shoes. I understand how I would want to be treated and how I would want my child to be treated. I’ll explain everything I am going to do, both before and while I’m giving the child stitches.
I also like to give them options to put them in control. If they have time to wait, I can apply a numbing gel that will take about 30 minutes to start working. Or if I use the regular medication, it will feel a little spicy when the medicine goes in, but only takes five seconds to work. I reassure them that I know this is scary, but I do this all the time and they will get through it.
I remember during my onboarding hearing someone say that in that moment when you are helping a patient family, you are the Akron Children’s brand. That really stuck with me. I know when I am helping a child who is hurt, that is what matters most to the family at that moment, not that we’ve received national honors or have the best doctors. In those moments, I am representing everything we have.
What do you most enjoy about your work at Akron Children’s?
I most enjoy getting to work with kids and families. It’s rewarding when I can take a nervous child who is scared and make them calm – and then hear them say afterward that they want to come back. I tell them that I’ll be here for the next 30 years if they ever need stitches or their own kids need them.
