Care that feels like family: A team member’s experience of compassion in action

When families walk into the Emergency Department, they often arrive carrying fear, uncertainty, and hope all at once. For one AdventHealth Manchester team member and her family, a recent Saturday evening became a powerful reminder of what compassionate, whole-person care truly looks like.

Her father, Paul Hays, came to the Emergency Department that night and ultimately required hospitalization at St. Joseph Main to receive specialized urology services. While he had hoped to remain in Manchester, the care and support he received from the AdventHealth Manchester team left a lasting impression on the entire family.

From the moment he arrived, kindness and professionalism set the tone. The front desk team welcomed him warmly, offering reassurance during a stressful moment. Lori Philpot promptly brought him back, and Jacob Wright quickly and skillfully started an IV—no small task, given how difficult IV access can be for him. Natasha Rawlings checked on him early in his visit, and his nurse, Holly Marcum, provided attentive, exceptional care throughout his stay.

Leadership presence added another layer of comfort and continuity. Roxana stopped by for a Nurse Leader visit, offering encouragement and support. During shift change, Valerie Newman personally came down to begin his antibiotic and Ofirmev, ensuring his care continued seamlessly. Brandon Hicks escorted him to his CT scan, and Christy Sturgill went above and beyond to help coordinate a smooth transfer to St. Joseph Main.

The family was also deeply grateful for the physicians who cared for him—Dr. Stumbo, Dr. Childers, and Dr. Hays—whose attentiveness and professionalism brought calm during an uncertain time. Adding a familiar touch of comfort, longtime family friend Jimmy Smith stopped by to check on him and make sure he felt at ease.

Looking back on the experience, the family is filled with gratitude.

“I can’t thank this team enough for the care they provided,” she shared. “Everyone was so warm, so personal, and truly put my dad at ease. I felt incredibly proud for my parents to see the kind of facility I work for.”

For this team member, the night served as a powerful reminder of what AdventHealth Manchester delivers every day—compassionate, coordinated, whole-person care grounded in a faith-based mission.

“I know this same level of care is given to every patient,” she said. “I’m grateful to be part of AdventHealth Manchester.”