Posted by Divya Sathyanarayanan
In honor of National Nurses Week, we spotlight the dedication of our Emergency Department (ED) nurse, Reginald Bueno, in creating positive, meaningful experience for our ED patients.
Reginald Bueno, RN in Emergency Department (ED) at CHA HPMC, believes in the power of conversation and customer experience. Reginald has been a part of the healthcare industry for over 14 years. He joined CHA HPMC in 2020.
In the ED, time moves quickly and there’s not a lot of time to adjust. “While I love the rush and fast pace of ED, it is challenging to get to know the patients in such a fast-paced environment. I always wish I could spend a little more time educating them about their condition,” says Reginald, who is fondly called Reggie by all.
Even with these limitations, Reggie has ensured a positive experience for countless patients. “When patients arrive at the ED, they are anxious and nervous. I approach them by introducing myself and try to calm them by answering all their questions. Even if I don’t have the answer, I’ll reach out to the appropriate person and get that answer for them,” he says, adding, “It is not my choice that patients come to our hospital. But it is in my hands to ensure that their experience at our hospital is positive and meaningful.”
At the age of 6, Reggie was positively influenced by an ICU nurse who was taking care of his ailing grandmother. “I was very scared and I didn’t want to lose my grandma. The ICU nurse comforted me and was very upfront with me about my grandma’s care plan and her condition. Even though I was young, she treated me very well and even shared information about my grandmother’s health,” he recollects, stating that this was the very first time he learnt about patient experience.
People skills come naturally to Reggie. At the age of 10, Reggie helped the elderly neighbors with simple tasks such as taking care of their lawn or taking their pet for a walk. “I enjoyed meeting people from different cultures and learning about them. People kept referring me to others and I’ve received several job opportunities this way,” he says.
Due to the fast-paced nature of ED, Reggie says, every second counts when it comes to creating a positive experience for patients. “I try to make contact with the patients from the moment they step into our ED. I get every bit of knowledge about them—no second is wasted,” he says, adding that the ability to speak in multiple languages like Filipino, Spanish, and a little bit of Korean helps him better communicate with the patients.
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