Every patient interaction matters. During Patient Experience Week, celebrated April 28 through May 2, 2025, HCA Healthcare celebrates the dedication of our approximately 316,000 colleagues who consistently deliver compassionate, patient-centered care. This year, we proudly recognize our facilities that have excelled in patient care and share inspiring stories of our caregivers who continually go above and beyond to enhance the patient experience.
Press Ganey Human Experience Awards
Press Ganey is a leading provider of patient experience measurement, performance analytics and strategic advisory for healthcare organizations, working to improve the Human Experience (HX) in healthcare through data-driven insights and innovative solutions.
In January 2025, Press Ganey announced the recipients of its 2024 Human Experience Awards, with HCA Healthcare facilities earning 30 recognitions for setting the bar high in the experience they provide for their patients.
Guardian of Excellence Award®
The Guardian of Excellence Award® honors organizations that perform in the top 5% of healthcare organizations for patient experience, employee engagement, physician engagement or clinical quality performance in one year. This year, the following 23 HCA Healthcare facilities were named Guardian of Excellence Award® recipients for patient experience:
Corpus Christi Medical Center Bayview (Inpatient Behavioral Health) in Corpus Christi, TexasEastern Idaho Regional Medical Center (NICU) in Idaho Falls, IdahoHCA Florida Aventura Hospital (Inpatient Behavioral Health) in Aventura, FloridaHCA Florida Boynton Beach Emergency (Emergency Department) in Boynton Beach, FloridaHCA Florida Kendall Hospital (Inpatient Behavioral Health) in Miami, FloridaHCA Florida Largo Hospital (Inpatient Behavioral Health) in Largo, FloridaHCA Florida Mercy Hospital (Inpatient Behavioral Health) in Miami, FloridaHCA Florida Sarasota Doctors Hospital (Inpatient Behavioral Health) in Sarasota, FloridaHCA Florida University Hospital (Emergency Department) in Davie, FloridaHCA Houston Healthcare Tomball (Inpatient Behavioral Health) in Tomball, TexasHCA Houston Healthcare West (Outpatient Oncology) in Houston, TexasHeart Hospital of Austin (Emergency Department and HCAHPS/Inpatient) in Austin, TexasHighlands-Cashiers Hospital (Emergency Department) in Highlands, North CarolinaMedical City Denton (Outpatient Oncology) in Denton, TexasMedical City McKinney (Outpatient Behavioral Health) in McKinney, TexasMethodist ER Alamo Heights (Emergency Department) in San Antonio, TexasParkridge Medical Center (Outpatient Oncology) in Chattanooga, TennesseePortsmouth Regional Hospital (Outpatient Behavioral Health) in Portsmouth, New HampshireSouthern Hills Hospital & Medical Center (Inpatient Behavioral Health) in Las Vegas, TennesseeTexas Orthopedic Hospital (HCAHPS) in Houston, TexasTrident Medical Center (Inpatient Behavioral Health) in Charleston, South CarolinaTriStar StoneCrest Medical Center (Outpatient Oncology) in Smyrna, Tennessee
Pinnacle of Excellence Award®
The Pinnacle of Excellence Award® recognizes Press Ganey clients who have maintained consistently high levels of performance for three years, with the highest-performing organizations winning in each category. This year, seven HCA Healthcare facilities were named Pinnacle of Excellence Award recipients:
Learn more about the annual Press Gainey Human Experience Awards on their website.
Patient experience stories
We extend our sincere gratitude to our HCA Healthcare colleagues for embodying our values of compassion, integrity and kindness in all that you do. Below are a few of the many stories that demonstrate your commitment to providing accessible, high-quality healthcare that puts patients at the center.
Colorado nurses bring comfort to patients with handmade port pillows
At HCA HealthONE Aurora, personalized patient care extends far beyond the bedside. Nurses Debbie Lindesmith and Julie Chang are going the extra mile to ensure their patients’ comfort – even outside the walls of the Colorado hospital.
While caring for interventional radiology patients, they noticed a common concern – those with newly placed ports often experienced pain and discomfort from seatbelts rubbing against the sensitive site during car rides to and from their appointments. Determined to make a difference, Debbie and Julie took it upon themselves to find a simple yet meaningful solution.
In November 2024, the two HCA Healthcare nurses began designing and sewing port pillows – small, cushioned pads – to attach to a patient’s seatbelt to provide a soft buffer and that eases pressure and prevents rubbing on the sensitive port site.
“I bought a sewing machine, Julie taught me how to sew and we started making the pillows. It’s our way of telling patients that we’re with them on this journey, and that we care about their experience.”
Debbie Lindesmith, HCA Healthcare nurse in Aurora, Colorado
Their thoughtful innovation quickly gained traction, and soon, members of the interventional radiology team joined the effort. Together, they began cutting fabric, assembling pillow kits and ensuring that each one met the needs of their patients. So far, they have lovingly created and distributed more than a dozen port pillows.
Inside each pillow kit is a special poem, which acts as a tangible reminder that that HCA HealthONE Aurora nurses are hoping to make their ride to recovery a little more comfortable.
Port Pillow Poem:
I’m a little port pillow, small and short.
I hook onto your seatbelt to help protect your port.
I’m here to help ease the pain of the unwelcomed trial,
And I hope in some small way, this will make you smile.
Texas stroke survivor returns for a heartfelt musical thank you
For HCA Healthcare patient Jerome Roberson, an ordinary choir rehearsal took a frightening turn when he lost feeling in the right side of his body. Swift action from his choir members led to him to HCA Healthcare affiliate Methodist Hospital Northeast in Live Oak, Texas. There, the medical team quickly diagnosed a hemorrhagic stroke and recognized the possible need for specialized care. He was then transferred to Methodist Hospital Metropolitan in San Antonio, where doctors ultimately determined that surgery wouldn’t be necessary for his recovery.
The days that followed were some of the hardest of his life, Jerome shared. At first, he could barely speak anything more than his name. Still, he was determined to recover and share his gift of music with the world again. One of the most challenging moments he recalled was sitting in his hospital room, staring at a keyboard he couldn’t play. For someone who had spent over 50 years at the piano, this was a heartbreaking reality.
His care team recognized the importance of music to Jerome and made it a goal for him to play a song again before he was discharged. Day by day, he worked on his motor skills. Each note was a small victory, and before long, he was playing for the nurses and therapists who had supported him. “As an ICU nurse, I would play YouTube videos with him of other people playing instruments,” shared ICU nurse Kitty Davis. “I wanted to remind him of the life waiting for him outside the hospital walls and help motivate him to fight, heal and find his way back to his normal self.”
In September 2024, Jerome returned to the place where his healing began, traveling from Atlanta back to San Antonio to attend a rehab reunion at Methodist Hospital Metropolitan. He used this time to reflect on the journey and play songs for all to sing along to.
“Recovery is a blessing not everyone gets. I’m grateful I can live independently, cook my own meals and still perform. That day, I wasn’t alone – I was surrounded by people who cared. That’s something I’ll never take for granted.”
Jerome Roberson, HCA Healthcare stroke survivor
Gabriela Jimenez, a speech pathologist who extended the invitation to Jerome, understood the profound impact of his return. “The reason I invited him was because I knew his story would resonate with everyone here,” Gabriela explained. “His rehab journey wasn’t easy, but he never gave up – and music became a powerful part of his healing. I hoped that by sharing his experience, it would remind others just how far they’ve come and maybe even reignite that spark of motivation for those still pushing forward. The reunion is about celebrating strength, and he’s a perfect example of that.”
Texas colleagues shower expectant parents with support
When first-time mother-to-be Sneha Neelakantan was offered a VIP tour of the labor and delivery unit at HCA Healthcare’s Medical City Las Colinas Hospital, she had no idea she would be welcomed into her surprise baby shower. What she thought would be an empty room was one filled with balloons, gifts and the smiling care team she knew so well.
Sneha was admitted to the Irving, Texas, hospital in January of 2025 for 24/7 monitoring and care for a high-risk pregnancy. Only 28 weeks pregnant when her water broke, Sneha and her husband Shravan relied heavily on the compassionate care of the nurses, doctors and hospital staff. She never expected those caregivers to go as above and beyond as they did to make her pregnancy as joyful as possible.
When the care team at Medical City Las Colinas Hospital learned the couple’s preparations for their new baby had been put on hold due to Sneha’s prolonged hospitalization, it sparked an idea: a baby shower right in the hospital. The couple was overcome with emotion by this unexpected display of kindness and support, and the gesture solidified what they already knew to be true – that they were being cared for like family.
“After rounding on them for weeks, they truly became family,” shared Karen Hale, director of Women’s Services at the hospital. “They stated that even though they did not have family here, they felt safe and secure. Shravan was by Sneha’s side day and night. And after seeing the care that his wife received, they felt comfortable with him going back to work because they trusted the team to take care of Sneha in his absence.”
The care team’s dedication didn’t end with the baby shower. On February 20, Sneha delivered a healthy baby boy at 34 weeks who received special care in the neonatal intensive care unit (NICU). When the family was ready to leave the hospital a week after his birth, the nurses and staff lined the exit route for an extra special send-off. As Sneha, Shravan and their newborn son walked out, the team offered quiet cheers of celebration, a final expression of support as they embarked on their new chapter.
Care team brings Missouri patient’s birthday wish to fruition
HCA Healthcare colleagues at Research Medical Center displayed remarkable compassion when they learned it was Phillip Carter’s birthday. Despite being in the hospital, his one wish was simple, yet deeply meaningful: to spend his birthday with his beloved wife who was also a patient within the same Kansas City, Missouri, hospital.
Phillip and his wife Karen, who are both currently battling cancer, were admitted to the hospital with pneumonia in January 2025. Separated by their individual health challenges, Phillip and Karen longed to be together, especially on January 16, his special day.
Recognizing this heartfelt wish, the dedicated teams at Research Medical Center collaborated to make it come true. They orchestrated a special birthday dinner, creating a precious opportunity for Phillip and Karen to share a meal and time together amid their hospital stay.
“It felt really good to be able to do something to actually improve someone’s life in a positive way,” shared Phillip’s nurse, Morgan Kuster. “When I was listening to him talk on the phone to his wife, he just kept saying, ‘All I want for my birthday is to eat with you.’ I knew that I was going to do whatever I had to do to make that happen.”
Phillip’s improved demeanor spoke volumes the following day. “When I saw him the next day, I could physically see the impact that it had on him. He was so happy and in such good spirits,” Morgan recalled. “It really reminded me that doing things like that can have an impact on our patient’s recovery. It felt good to make him feel good.”
Hospice patient fulfills final wish of being a best man
At HCA Florida Poinciana Hospital, a remarkable story of compassion unfolded when patient Walter Basham, a devoted friend, husband and father, shared his one final wish: to stand as the best man at his best friend’s wedding. Walter was admitted to the Kissimmee, Florida, hospital’s ICU on February 11, 2025 for cholangiocarcinoma with metastasis. His condition was terminal, and he was placed on hospice care. Despite his declining health, he was determined to honor his friend who had once stood beside him on his own wedding day.
However, in a gesture that far exceeded what anyone could have imagined, Walter’s care team at the HCA Healthcare hospital set out to make the impossible happen. Hospital leadership, nurses and case management team members came together to transform Walter’s ICU room into a wedding venue so he could be part of this special moment for his dear friend.
With time being of the essence, Walter’s best friend and his fiancé traveled from Illinois, with their pastor in tow. In a single day, hospital colleagues decorated the space, arranged a beautiful wedding cake and provided food for the small gathering. The hospital’s lab director, Julian, even touched everyone’s hearts by singing a song for the family, adding a personal touch to the emotional event.
As the ceremony took place right there in the ICU, with loved ones gathered around, Walter’s heart swelled with emotion. His wife, Glady Basham, unable to hold back tears, shared the profound impact this had on them. “We’ve been in Florida for nine years,” she said. “And HCA Florida Poinciana Hospital has always been our go-to. You are all angels in disguise. You’ve always gone above and beyond, and today, you’ve proven that once again.” It was more than a wedding – it was a much-needed moment of joy that his family could cherish forever.
“Caring for patients goes beyond their medical needs – it’s about recognizing the human moments that truly matter. This wasn’t about medicine anymore. It was about love, friendship and giving him peace. Helping him fulfill that wish was one of the most meaningful moments of my healthcare career.”
Theresa Brzezinski, case management director, HCA Florida Poinciana Hospital
Nurse helps grieving families preserve precious moments
The spirit of compassionate care shines through HCA Healthcare colleague Jenine Evinger, director of women’s services at Centerpoint Medical Center in Independence, Missouri. For over a decade, she has volunteered with Now I Lay Me Down to Sleep, a nonprofit that provides free professional bereavement photography to families navigating the unimaginable pain of pregnancy and newborn loss. Jenine’s journey with the organization began after supporting one of her nursing colleagues at the hospital through her experience, and it has since become a deeply personal mission.
While Now I Lay Me Down to Sleep is a national organization, its impact can be felt within communities where they have a presence. In the Kansas City metro area, Jenine is a vital part of a small, yet dedicated team of volunteers. They offer solace and remembrance in hospitals, birth centers and even funeral homes or hospice care centers. In addition to her work behind the lens, Jenine also serves as a digital retouch artist, ensuring families receive beautifully preserved memories.
For Jenine, approaching families in such a fragile state who have requested her services requires immense empathy. “Saying hello and goodbye at the same time is universally heartbreaking,” she shared. “I approach each family with the same compassion and dignity I would wish for my own family. I prioritize the family’s comfort and personal space during the photography session. I take my time to ensure their session is done carefully, softly and with the utmost honor.”
The importance of Jenine’s volunteerism is echoed in the words of Natalie Taulbert, a mother who requested photography services after the loss of one of her infant twins. “Though our time with Paisley was heartbreakingly brief, the pictures that Jenine was able to capture for us have become a gentle source of comfort and remembrance in our home,” Natalie said. “In them, we see the love that brought she and her twin sister, Mila, into the world, and the bond they shared – even in those earliest moments. These images help us carry her with us – as part of our family, as part of her sister, and as part of our healing. Through them, her presence remains with our family always – quiet, yet powerful.”
Having been with HCA Healthcare since 2007, and a part of the Centerpoint Medical Center family since 2009, Jenine’s commitment to Now I Lay Me Down to Sleep is deeply ingrained in her dedication to patient experience. “It is an absolute honor and privilege to be invited into a family’s most intimate moments,” she reflects. “The connection built in a time of grief is significant, and my commitment to families during one of, if not most, challenging times in their lives, is deeply personal and impactful. I’ve served families through the highest peaks and lowest valleys possible in my nearly two decades as a labor and delivery nurse, but my greatest hope is that my contributions through Now I Lay Me Down to Sleep help to create a lasting memory of their child.”
Jenine’s work exemplifies the extraordinary ways in which HCA Healthcare colleagues extend care beyond medical treatment, offering compassion, comfort and lasting memories to families in their most vulnerable moments. It is a powerful reminder that true patient experience encompasses not just healing, but also honoring every life, no matter how fleeting.
