The kind smile of a volunteer is often one of the first interactions our
patients and visitors have when they arrive at Pomona Valley Hospital
Medical Center (PVHMC). Their caring personalities can calm an uneasy
patient coming to the Hospital for a procedure, or provide confidence
to a visitor worried about the status of their family member. This is
especially true for patients checking-in for surgery.
The Outpatient Surgical Services Department in the Robert and Beverly Lewis
Outpatient Pavilion sees patients for procedures ranging from cataract
surgery, to hernia repair, to knee replacements.
No matter which procedure you or your family member is having, if you are
scheduled on a day when Volunteer Toni Leathers is at the reception desk,
you are sure to have your day brightened, and your nerves quelled.
With a smile like sunshine and a contagious laugh, her dedication and desire
to serve are evident to every person who has the pleasure of meeting her.
Toni began volunteering at PVHMC just two years ago, but she has already
served more than 450 hours in both Outpatient Surgery and in the Tender
Touch Gift Shop.
Among her roles in Outpatient Surgery, she checks-in patients, provides
updates to the families and other visitors and assists with transporting
patients safely to their cars once they have been discharged.
But to the people she interacts with, Toni does so much more. She is a
cheerleader, a kind-hearted person who provides optimism and reassurance
to those who need it, and a person who selflessly shares her bright smile to all.
In just this last year, Toni has received 18 5-Star Associate Review Cards!
This means that 18 patients and family members were so positively impacted
by her presence that they felt compelled to take a moment to share their
experience and give Toni the recognition she deserves.
One such recognition card Toni received had these words written on it:
“Kindness and consideration for patient families. Outstanding. Made
us feel comfortable. Very pleasant.”
We are blessed to have one of the largest Hospital volunteer programs in
Southern California. Our Volunteers are invaluable for the day-to-day
activities of the Hospital and are often the first people our patients
and visitors interact with.
Toni is a Volunteer who truly elevates Customer Satisfaction, and whose
seemingly small acts of kindness can make the sometimes intimidating experience
of a surgical visit, a not so scary one after all.