Ketsia Felix

My Proud Story...

As long as I can remember my passion has always been to serve and care for people. So working in health care was a no brainer for me. However, it’s not until recently that this no brainer really hit home for me. I can recall the long bus ride to NYC as I received the call that my mother, my queen and my heart, had passed away. I would have never thought for a million years that this day would ever come and I would be on the receiving end of it. Yet it did. The news came down like a ton of bricks falling on my head and any little thing would have contributed to me breaking into a million pieces at that moment.

As fragile as I was, I was also numb to the reality of it all. What I really desired was to be surrounded by people who cared. However, what I received from this well-known NYC health care facility was the complete opposite. As frustrating as everything was for me at that time, it reminded me of the many opportunities I had to show empathy, sympathy, kindness, patience, gentleness, and love.

It truly takes a body of individuals to create what we call patient satisfaction. Two words that is as powerful together as they are individually. If I could I would define it as one who receives “happiness.” You see what our patients desire the most is happiness. Our patients desire a moment just to drift away from their reality to experience a little bit of happiness.

The issue that has been occurring in some health care institutions is that some get so accustomed to what they do that at times they get immune to the human side of what is actually taking place.

St. Luke’s culture has always been about caring, happiness and patient satisfaction. This culture goes far beyond the care we give to our patients, but also the care we give to our employees and to our communities alike. Caring is at the cornerstone of everything we do.

I am so grateful for the hugs and the words of encouragement I was able to give over the years, the hands I’ve held, the friendly smile I gave, as well as the empathy and the sympathy I displayed. I am so grateful for the many opportunities I had to show someone I cared. Caring sometimes goes far beyond your job role or title, but finds itself deeply rooted in your heart. I’ve always been committed to providing exceptional customer service but this experience has brought my passion for service to another level.

I am fortunate that I am able to work alongside others who value my same passion to serve and to care for people.

Ketsia Felix
EPIC Analyst / Builder
Hired in 2006