At Carle Health, every patient interaction is an opportunity to make someone feel seen, respected, and valued. Understanding how to serve patients of all kinds is something the healthcare system prioritizes by offering robust learning and training opportunities for team members. The Carle Health Patient Access team completed a training focused on supporting members of the LGBTQ+ community – reinforcing the organization’s commitment to inclusive, affirming care from the very first point of contact.
For many patients, their journey begins with Patient Access. Whether checking in for an appointment or navigating the healthcare system, these early moments shape how safe and welcome patients feel.
“Our role sets the tone for the experience,” said Jessica Godbey, vice president, Carle Health Patient Access. “When we approach every interaction with empathy, understanding and cultural humility, we reinforce every individual is welcome and valued.”
The training equips team members with tools to use respectful language and better understand the diverse identities and experiences of the patients they serve.
“Several team members shared that they felt more confident in how to interact respectfully with LGBTQ+ patients and were grateful for the opportunity to learn more about inclusivity in a healthcare setting,” said Jennifer Luna, regional director, Carle BroMenn Medical Center Patient Access Services.
The training also encourages deeper reflection on how a patient’s background can influence their care experience – from the way they are greeted to how their information is collected.
“By being more self-aware as a team, they're able to identify a patient’s perspectives and experiences that impact patient care,” said Jeana Sherry, director, Carle Foundation Hospital Patient Access Registration Center.
For patients, these changes can make a meaningful difference. A warm welcome, the correct use of a name or pronoun, or a moment of genuine understanding can transform what might have been a stressful visit into one that feels safe and affirming.
This training is one of many ways Carle Health is working to build a culture of belonging – not just for team members, but for every patient who walks through its doors.
“These changes reflect a deeper understanding that the patient experience begins with us – and when we work together, we make that experience more respectful, affirming and inclusive for everyone,” Godbey said.
For many patients, their journey begins with Patient Access. Whether checking in for an appointment or navigating the healthcare system, these early moments shape how safe and welcome patients feel.
“Our role sets the tone for the experience,” said Jessica Godbey, vice president, Carle Health Patient Access. “When we approach every interaction with empathy, understanding and cultural humility, we reinforce every individual is welcome and valued.”
The training equips team members with tools to use respectful language and better understand the diverse identities and experiences of the patients they serve.
“Several team members shared that they felt more confident in how to interact respectfully with LGBTQ+ patients and were grateful for the opportunity to learn more about inclusivity in a healthcare setting,” said Jennifer Luna, regional director, Carle BroMenn Medical Center Patient Access Services.
The training also encourages deeper reflection on how a patient’s background can influence their care experience – from the way they are greeted to how their information is collected.
“By being more self-aware as a team, they're able to identify a patient’s perspectives and experiences that impact patient care,” said Jeana Sherry, director, Carle Foundation Hospital Patient Access Registration Center.
For patients, these changes can make a meaningful difference. A warm welcome, the correct use of a name or pronoun, or a moment of genuine understanding can transform what might have been a stressful visit into one that feels safe and affirming.
This training is one of many ways Carle Health is working to build a culture of belonging – not just for team members, but for every patient who walks through its doors.
“These changes reflect a deeper understanding that the patient experience begins with us – and when we work together, we make that experience more respectful, affirming and inclusive for everyone,” Godbey said.
Categories: Redefining Healthcare
Tags: Care, Inclusive, Inclusivity, LGBTQ+, Patient, Representative, Services, Values