Patient experience spotlight: Kevin Jones

Akron Children’s CEO Chris Gessner congratulates Kevin Jones.

Every month, Akron Children’s recognizes an employee for providing an exceptional patient experience. May’s honoree is Kevin Jones, desktop operations assistant in Information Services, who recently received this feedback from a grateful family:

“You have a ONE-OF-A-KIND, GENUINE EMPLOYEE who has the heart to be here. We had a terrible morning, coming for X-rays and my little girl was not feeling good. I took her to the gift shop to get a special prize and she kept looking at toys and she kept going back to a doll. I told her she has lots of dolls she should pick a fun toy, and he (Kevin Jones) went and bought her the doll. It was incredibly sweet and just above and beyond his job. He truly made my daughter and me and all the staff around us come to tears. My other daughter is special needs and has lived in a hospital all her life. I can tell you, I’ve never been more touched. True act of kindness and just shows the heart he has for what he does. He doesn’t realize how much my mama heart needed this. My daughter is really sick, and her immunocompromised sister just had pneumonia all last week. It’s been such a hard week – and that one act of kindness went a long, long way. A hug was not enough.”

 How long have you worked at Akron Children’s?

I’ve been an employee for 9 years. 

What does your job entail?

I work in the Information Services Division. My focus is cleaning devices including laptops and desk phones, so they can be used by other employees.

What do you remember about that day in the gift shop?

I went to the gift shop during my work break, and I saw a little girl shopping. She was deciding between a bear and a doll. I overheard her mother say that she had to choose between one or the other. After hearing the mother, I decided to buy the doll – and the mom bought the bear.

What was the family’s reaction? 

The girl was shy when I handed her the doll, and then she said thank you. Her mom cried and asked me why I purchased the doll. I told her I love kids – and that’s why I work at Akron Children’s.

Then I went into the Family Resource Center, and they followed me. The mom said this was the nicest thing anyone at the hospital every did for her. She then proceeded to tell me all about her family and their struggles – and I was happy to provide a listening ear.

How do feel about being recognized for providing this memorable experience?

It was an honor and truly unexpected. We never know how we impact families because we don’t always hear about it. I’m always looking for opportunities to help when help is needed. The family blessed me as much – or even more – than I blessed them.

What does family-centered care mean to you?

Family is important to me whether at work or home or just out and about. And the hug I received from that little girl meant the world to me.