Modeling service excellence: Meet the Q4 Strauss Award honorees
Congratulations to the latest recipients of the Diana and Richard C. Strauss Service Excellence Awards, who work in areas spanning from Obstetrics and Gynecology and Labor and Delivery to Nutrition Services, Vascular Surgery, Clinical Education, and Cancer Genetics.
Honorees for the fourth quarter of 2023 were celebrated March 15 during a virtual event hosted by Jonathan Efron, M.D., Executive Vice President for Health System Affairs.
Once each quarter, six members of the UT Southwestern Health System are nominated by their peers for exemplifying excellence and professionalism on the job.
Three things that define Strauss Award recipients:
- They excel at their jobs.
- They serve as role models for the next generation of employees.
- They share a spirit of volunteerism that strengthens our community.
Watch: Dr. Efron honors winners during the virtual event.
Rashanda Y. Eddington, RN
Registered Nurse
7 Green, Vascular Surgery
“Rashanda has the trust of her leadership, who quickly realized she would make an effective nurse preceptor. Her willingness to do whatever is necessary for our patients to be safely cared for is what stands out to me.”
UTSW career: Ms. Eddington has worked at UT Southwestern for more than four years, originally arriving as a traveling nurse. By the time her contract was up, she had grown attached to the people and the place, readily accepting a full-time position when she was invited to stay.
In her role: A recipient of a Gold PACT pin in 2023 (for earning 16 PACT cards for service excellence), she is often praised for her willingness to take on any task. In addition to her duties taking care of patients on the floor, she accepted the responsibility of becoming a charge nurse, running a 32-bed transplant and vascular surgery floor and efficiently handling multiple admissions, discharges, and transfers.
Leading the way: “My favorite part of the job is the education part, helping patients as they recover. This is something they’ve never been through before and they don’t know what to expect,” Ms. Eddington said. “Talking with them provides clarity and makes them feel more relaxed, and they can start to see themselves getting better.”
Transplants are transformational: Ms. Eddington said she loves her role because getting to watch people recover from transplants is so inspiring. “They come in and they can’t go on vacation or be away from home because they need to have their regular treatments, then about eight hours after surgery, they’re sitting up on the side of the bed and we’re going to get them moving. Some of them don’t believe they’re going to get their life back until it happens.”
Off the clock: She contributes to the community through her church, helping with Bible study and vacation Bible school, as well as by working with fellow members to prepare meals for people in need. Ms. Eddington has taken up walking for her health and hopes that will eventually lead to running. She aspires to one day run in a 5K race.
Sherry-Ann Felice-Thorsell
Senior Administrative Assistant
Nutrition Services
“Sherry-Ann is a gem who shines bright in our organization, full of many talents and gifts that she spreads everywhere she goes. It’s an honor and a privilege to work with her.”
UTSW career: Ms. Felice-Thorsell has worked at UT Southwestern for 5½ years, starting as a diet clerk, steadily advancing in her career. Colleagues say that with seemingly boundless energy and enthusiasm, she supports her teammates, patients, and their families and has become known for the catchphrase she utters whenever an issue arises: “I can help with that!”
In her role: Her top priority every day is to ensure that UTSW’s food service runs on time and is of the highest quality. She knows these are key components of patient satisfaction, and she enjoys making others happy. “I think the most important thing to remember is that the patients and their families are here because they have to be, not because they want to be,” Ms. Felice-Thorsell said. “Sometimes the only thing they can control is their food, so we want to make sure they have a good meal and that they’re happy with the service and what they had to eat.”
Constant improvement: Among the innovations she has helped implement is the creation of a system to ensure patients get their meals on time – even if phone service goes down. She partners closely with catering to develop new ways to ensure orders are completed correctly the first time.
Highly decorated for her service: The honors she has earned include Support Services’ Excellence Award, Compassion Award, Teamwork Award, and Above and Beyond Award, as well as the Employee of the Month Award and the Meritorious Service Award.
Off the clock: Away from work, Ms. Felice-Thorsell donates her time to a local elementary school where she serves as a field trip chaperone for students with autism. She also educates senior citizens about COVID-19 vaccinations.
Heather Fisher, M.S., CGC
Reproductive Genetic Counselor
Obstetrics and Gynecology
“Heather Fisher is an outstanding employee who exemplifies the type of person we want and need at UT Southwestern Medical Center. She identifies needs, researches best practices, and then proposes and helps implement changes, greatly elevating the quality of patient care available in our Ob/Gyn and Maternal-Fetal Medicine clinics.”
UTSW career: Prior to joining UT Southwestern, Ms. Fisher was a genetic counselor for 13 years. She held various genetic counseling roles at Mount Sinai Medical Center in New York City, University of California-San Francisco, and at Children’s Medical Center Dallas. When UTSW launched a reproductive genetic counseling program two years ago, Ms. Fisher jumped at the chance to develop the program and be its first counselor.
In her role: Reproductive genetic counselors work with patients who are pregnant or who are trying to become pregnant to review family history and discuss options for genetic testing. Ms. Fisher helps guide patients through the genetic testing process, including understanding genetic testing results and what that means for their pregnancy and family.
Getting the word out: When she isn’t working directly with patients, Ms. Fisher is spreading awareness of the benefits of reproductive genetic counseling and attempting to help expand access for patients. In two short years since she started at UTSW, Ms. Fisher’s outreach efforts have increased demand for services so much that a second genetic counselor has been added to the department. “I think it’s such an amazing time,” Ms. Fisher said about pregnancy. “I love helping people who are at this stage of their life.”
In her own right: She has worked to help establish a mission and a vision for Reproductive Genetics at UT Southwestern, spearheading the effort to create a website and brochures for patients and providers seeking information about the services. Ms. Fisher has also developed two publications for patients, “Screening for Birth Defects and Genetic Conditions” and “Carrier Screening for Genetic Conditions,” that are part of UT Southwestern’s prenatal education packets.
Sharing her knowledge: Ms. Fisher is involved with the newly established Master of Science in Genetic Counseling degree program at UT Southwestern, which will enroll its first class this year. She will serve as a clinical rotation supervisor and course co-director for the Reproductive Genetics and Embryology course.
Off the clock: Among her passions are trying out new recipes, spending time with her family, and traveling.
Susana “Susie” Hernandez, B.S.N., RN, RNC-EFM
Nurse Educator
5 Blue Labor and Delivery
“Susie has shown her adaptive leadership style to teach, address, and close educational gaps. Without Susie continuously demonstrating PACT standards and striving for excellence, the success of the Women’s Lecture Series and the professional practice of the participants would not be the same.”
UTSW career: Mrs. Hernandez was hired as a PRN nurse in 2017 and was offered a full-time role the following year, becoming a nurse educator in 2020.
In her role: As an educator, she helps acclimate any nurse who joins her unit – from residents to experienced RNs who join the UT Southwestern team. She also works with the entire 5 Blue nursing staff to keep them updated on the latest practices and procedures.
In support of women: Mrs. Hernandez, along with NICU and Mother/Baby nurse educators created a Women’s Lecture Series at UT Southwestern for nurse residents and fellows. It features staff engagement activities, including games and an escape room to help participants increase their knowledge and optimize their practice.
… And babies, too: Mrs. Hernandez has worked to improve UT Southwestern’s educational practices in fetal monitoring training, which was previously outsourced. Along with two other unit leaders, she earned certification in fetal monitoring, and as of January 2023, required education can be provided in-house.
Off the clock: Susie is actively involved in her community and is a member of several professional nursing associations and committees on maternal-fetal health. As someone who enjoys inspiring young people, Mrs. Hernandez spoke at Bishop Lynch High School in Dallas during Hispanic Heritage Month activities.
Beverly Johnson Foster, AAB
Administrative Associate
Simmons Cancer Center Genetics
“Her work ethic is second to none, and she is always the person who anyone will go to for assistance with her positive, can-do attitude. If there is a way, Beverly will find it.”
UTSW career: Among Mrs. Johnson Foster's prior jobs before joining UT Southwestern in 2016, she previously supported chief executive officers and managed their VIP suite at AT&T Stadium in Arlington.
In her role: She puts the Cancer Genetics team in a position to succeed, ensuring that the necessary resources are in place, arranging travel plans and gatherings, as well as keeping important records. She is especially talented at planning events within her department and is credited with making them truly memorable. Another of her passions is finding ways to be fiscally resourceful and efficient, negotiating with vendors to get the most for her department’s investments.
Highly decorated for her service: Mrs. Johnson Foster has earned many accolades for her work, including a Silver PACT pin in FY 2023 – that’s a collective eight PACT cards. She also was a finalist in the DFW Administrative Awards in 2022.
Helping her team help patients: “I enjoy taking care of the team and performing administrative duties. The support I provide allows the team to focus on the patients. Our collaboration ensures that things run well for the staff and the patients.”
Off the clock: Away from the office, Mrs. Johnson Foster is involved with her church, helping its leaders organize an annual wellness fair each summer. The event includes a variety of cancer screenings, which she coordinated with UT Southwestern.
Kimberly “Kim” Nelson, M.S.N.-Ed., RNC-OB
Clinical Nurse Educator
Ambulatory Education Team, Clinical Education and Professional Development
“This nurse is a role model, always performing to the highest standards. She supports newly graduated nurses transitioning from school to practice. She understands these nurses’ stresses and compassionately guides them. It’s essential to her that residents can express their concerns in a caring and understanding environment with an understanding ear.”
UTSW career: A member of the UT Southwestern team for three years, Mrs. Nelson has been in nursing education for a decade and is a veteran of the United States Air Force.
In her role: She is responsible for creating education programs that benefit UT Southwestern nurses. Examples include programs that contribute to increased patient safety and satisfaction, smoothly transition new graduates into practice, and help OB clinic nurses develop a prenatal parent teaching tool.
Invested in their success: Personally interested in the success of each of her students, Mrs. Nelson is known for creating individual paths for success that also navigate around any roadblocks that arise, such as when she assisted an aspiring nurse with a hearing impairment. Not only did Mrs. Nelson help her protégé set up an appointment with an otolaryngologist and secure hearing aids, but she also aided her in finding a special stethoscope designed for people with hearing issues.
Communication facilitation: To maximize educational potential, she created a SharePoint site for Ambulatory nurse residents to enhance communication among students, educators, preceptors, and clinic leaders – something that has become an “essential resource” for the program.
Off the clock: Mrs. Nelson participates in the Feed the Children program in Richardson. As a nod to her military service, she also takes part in activities that enable veterans to receive medical care and other support.