Every day at Akron Children’s, we strive to deliver compassionate care and create positive experiences for our patients and families. This month, we’re spotlighting Shaketha Jackson, a patient service representative at Akron Children’s Health Center, North Canton, who recently received the following feedback from a patient family:
“Shaketha (Jackson) has been at the welcome center (at the North Canton Health Center) each time we’ve been there. She is always smiling and so very happy to help us. She has been super helpful helping us navigate the building and check in procedures. One of my daughters actually got her period unexpectedly and we were not prepared. The bathrooms did not have pads or tampons, so Shaketha discreetly gave my daughter a panty liner. What a lifesaver! Looking forward to all future appointments here!”
How long have you worked at Akron Children’s, and what’s your role?
I started working at Akron Children’s in March 2023. I’m a patient service representative (PSR) at the welcome center at the North Canton Health Center. As a PSR, I’m the first face families see when they walk in for an appointment.
Reflecting on this patient experience and the feedback you received, how do you feel about it?
I was overjoyed that someone took time out of their day to share this. I’m thankful that my daily actions of kindness don’t go unnoticed. When this family came into the office, I greeted them with a smile. When she explained the situation, I tried to be discreet as I gave her the products, and she was so appreciative.
As a patient services representative, how do you make patients and families feel welcome and prepared for their appointment?
I always greet them with a warm smile as they walk into the building. I also try to include the child in the check-in process. I’ve found that it makes them less nervous for their doctor’s appointment. I direct questions to them, like what is your name? What is your date of birth? The parents love that because it engages the child and prepares them for what to expect at their appointments when they’re older.
What does patient- and family-centered care mean to you? How do you strive to deliver that care?
For me, it means treating our patients just as I would treat my own family. I always try to deliver that every day, while being compassionate and empathic for all our patients and collaborating well with colleagues, patients and families to develop the best methods for delivering care.
I’m originally from Louisiana with two children, ages 11 and 4 years old. I’m big on family. When you’ve built a relationship with your pediatrician and have to relocate, it can feel out of the norm or not what you’re used to. I know how that felt for my family and me, so I try to make others feel welcome.
What do you most enjoy about your work at Akron Children’s?
I enjoy the teamwork that we have throughout the hospital and working together to meet patients’ needs. I often tell people, when you’re doing what you love, you’ll never work a day in your life.