The constellation award recognizes strong teams that come together to serve patients and each other. They demonstrate a calling to care, live the organization’s values, and show exceptional performance as defined by the Kettering Health’s Standards of Behavior.
You can read their nomination story below. Congratulations to our recipients!
Heather Moore and Madison Covault – Kettering Physician Network
“Madison encountered a patient via Patient Relations that was in crisis expressing she felt homicidal and suicidal. Madison engaged Heather, who was in the next cubicle, via Teams to tell her the crisis on the phone. Heather engaged leadership and contacted the local police department in the patient’s area. Madison remained on the phone with the patient until the police arrived. Through her conversation, she discovered there were children in the home. Heather reached out to the office and connected with Danielle the care navigator at the office who could help assist with obtaining the care and medications the patient was out of that were causing this crisis. Both Heather and Madison remained calm. Madison retained a caring composure with the patient even when the patient did not want to talk to her any longer and she was able to keep the patient on the phone until the police arrived. Heather also remained calm gathering resources to help the patient. I feel both Heather and Madison reacted appropriately, professionally, and in a caring manner for the safety of all. Their actions made a difference in not only the patient’s life, but the family and children that were in the home. By engaging local support for the patient and family, and the ongoing support via the primary care office, the crisis was averted.”