MALONE — Sarah Mulverhill, a patient access representative at the clinic, has been named the hospital’s latest BEE (Being Exceptional Everyday) Award recipient at Alice Hyde Medical Center.
Whether it’s treatment for joint conditions, recovering from major surgery like a total knee replacement, or therapy focused on building or regaining strength and functionality for daily tasks, patients in need of orthopedic care or rehabilitation often have one thing in common: dealing with pain.
At Alice Hyde’s Orthopedic & Sports Medicine clinic, the team relies on a collaborative process to get patients the care and treatment that often reduces or eliminates the pain that impacts not just their daily lives, but their state-of-mind. That teamwork begins before patients even enter an exam room.
“I’m not one for going to doctors,” said Sandra Oldenburg, an orthopedic patient who underwent knee replacement surgery earlier this year and has been receiving follow-up treatment at the clinic for months.
“I feel that if you’re going into a place like that and having major surgery, you want someone who’s warm, welcoming, polite, inviting and down-to-earth. Sarah has all of those qualities.”
Those qualities are among the many reasons Oldenburg nominated Mulverhill for a BEE Award, saying the veteran patient access representative was a consistent, positive presence in the office. At a time when Oldenburg was dealing with painful rehabilitation treatment and mourning the loss of her sister, who passed away in May, Mulverhill’s kindness and compassion made a dramatic positive impact on her life.
“Walking in there and seeing that smiling face – I dunno, she just made it better,” Oldenburg. “I wish there were more people like her. Before I even walk up to the window, she knows my name and I get a smile.”
Julie Jarvis of Chateauguay couldn’t agree more. Having dealt with rheumatoid arthritis in both shoulders for nearly a decade, her visits the clinic on a routine basis to receive shots that help control pain that can become excruciating without treatment. Mulverhill is always a welcome and familiar face, she said.
“She’s just very kind and professional and helpful,” Jarvis said of Mulverhill.
“To me, it’s so important to go into an office and not feel like you’re bothering someone or taking up their time.”
For Jarvis, Mulverhill’s compassion and professionalism has been an ever-present aspect of her visits to the clinic. But it wasn’t until recently that she understood how impactful those qualities could be. As she prepared for a recent trip to Nashville to visit family, the pain from her shoulders worsened, leaving her in agony and concerned that she would be unable to see her two granddaughters.
In despair, she called the office to see if scheduling an appointment on short notice was possible. When the office picked up the phone, it was Mulverhill on the line.
“She called me back within a couple of hours and had an appointment that afternoon for me; she was so kind, and I was good to go on my trip,” Jarvis said.
“I really appreciate everything she did for me that day. She’s just one of those people who acts like she likes her job. It makes such a difference.”
How to Nominate an Employee
Alice Hyde launched the BEE Award – Being Extraordinary Everyday – in 2023, as a way to recognize and celebrate support staff (employees other than nurses or providers) who go above and beyond for our patients and their families. The award compliments the hospital’s DAISY Award for Extraordinary Nurses. Both awards are presented quarterly, and employees are recognized during a ceremony on their unit, and receive commemorative gifts to mark their achievements.
Nomination forms are located in each of the hospital’s clinical offices and are available on the Alice Hyde website. Employees may be nominated by patients, families and colleagues. A committee reviews nominations and selects each winner using a blind review process.