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What is the Patient Experience?

The patient experience is the sum of all interactions shaped by an organization's culture that influence patient perceptions across the continuum of care. -- The Beryl Institute

The team

The Patient Experience team features someone from each department. It is a voluntary endeavor for employees.

               Patient Experience Team

Craig Norris, quality management/admin
Kristen Dorman, CT and Sarah Allen, imaging
Steven Randall and Alannah Sells, security
Kendra Petty, SLP, and Nicholas Tudor, OT, therapy services
Kathleen Cavanary, 5-East, med/surg and peds
Sydnee Mills, registration
Angie Cowan and Jennie Littrell, food and nutrition
Rich Williams and Will Huffine, respiratory therapy
Jessica Obenburger and Tambra Blackburn, 4-North cardiac and 4-West
Sara Makyala Blaylock, OB
Ashley Sherfield, laboratory
Sam Durham and Ashley Pallone, CVICU
Debbie Sandoval, PACU/surgery
Shalane Ragsdale and Samantha Haney, 6-North
Colleen Markwood and Crystal Wilson, 6-East
Lisa LaRoche and Bridget Johnson, cath lab
Jennifer King and Jennifer Mathis, environmental services
Donna Dutton and Rachael Plant, emergency room
Jessica Heady Dawes and Bonnie Randolph, ICU
Ingrid Robinson, transporter
Carrie Rodgers, 4-East
Crystal Wilson, 6-East
Shana Gago, customer service manager

The Patient Experience team’s responsibilities include:

Gathering patient and family opinions and information about their experiences at Cookeville Regional Medical Center

Meeting with patients and asking questions that are directly related to the care and services they are receiving. All responses are confidential and patients are encouraged to be open and direct.

Going beyond patient satisfaction scores and having a conversation with our patients about their expectations and experiences.

Sharing patient appreciation for staff members by recognizing staff with Sunshine Award recognition.

Meeting regularly with the Patient and Family Advisory Council (PFAC) that consists of former patients who can provide “the patient perspective.” This input helps guide organizational changes or decisions related to the delivery of care and customer service.


The Sunshine Award was created by the Patient Experience Team as a way to honor ancillary and support staff who commit to striving for excellence in their role, consistently deliver exceptional care or service, upholds the highest standards and collaborates with other staff to enhance the experience of our patients, family members and guests.

April 2022

Brent Davidson, RRT. Honored for saving the life of a co-worker who was choking.

May 2022

Cheryl Rivera, interpretive services coordinator. She (anonymously) donated items to families in need, such as diapers and handmade hats and blankets for the new babies.

June 2022

Albert Hawco, environmental services. He went above and beyond for patients on 6E when he was waxing the floors. He answered call lights and took patients what they needed, putting their needs first, along with the safety of the nurses and other staff.

Nominate an employee!

Did an employee show a positive attitude and demonstrate professionalism in the workplace?

Did they demonstrate excellent skills and teamwork with peers and co-workers?

Nominate that person for a Sunshine Award! This award acknowledges non-nursing, patient care techs and support staff who provide compassionate, high quality care to patients.

Who can nominate? A patient, visitor, co-worker or director/manager can nominate a CRMC employee for the Sunshine Award. Fill out a form here or ask any employee for a copy and turn it into customer service.

Sunshine Award nomination

Nominate your healthcare worker today!
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