Theodora (Dee) Morabe, RN, (left) and Catherine (Cat) Mercado, unit clerk
Leadership at the New York Eye and Ear Infirmary of Mount Sinai (NYEE) recently received a letter of thanks from a patient’s daughter, who said: “I wanted to let you know about the outstanding care my mom received today during her eye surgery. Her nurse, Theodora Morabe, RN, and unit clerk, Catherine Mercado, went above and beyond in their care for her. I, unfortunately, could not be with her today, and they put me at ease. My mom felt like she was important and not just a patient. Please commend them on such great patient care. It is hard to find such dedication and professionalism these days.”
Catherine, known as “Cat,” is an invaluable part of the Post-Anesthesia Care Unit (PACU), says Samantha Bisaya, MSN, RN, Nurse Manager, Perioperative Service at NYEE. “Cat greets everyone who enters the unit with warmth and empathy. Her welcoming smile puts everyone at ease, especially our patients who are waiting for surgery. Cat started her career at NYEE in 2018 as a unit clerk in PACU. She also serves as the patient flow coordinator during the evenings to maintain clear and concise communication between doctors and the patient’s family. She plays a vital role, especially when addressing situations that require immediate assistance,” Samantha says. “Countless times, her co-workers have relied on her ability to troubleshoot and resolve unit issues. She also has established a good relationship with other disciplines through hard work and dedication. She exceeds the expectations of patients and coworkers alike.”
Theodora, known as “Dee,” is equally praised by her supervisor, Esther Cruz. “Dee has been with NYEE since November 1989. She is seen as a role model and leader in our unit,” Esther says. “She is always enthusiastic when selected to precept new staff. She is patient, informative, and supportive. Dee treats every patient like family. Her smile and warm and caring nature puts them at ease. She takes patient safety very seriously and prides herself in making sure all of our patients go down to the OR safely. She is a big supporter of new projects and initiatives, and gives feedback on how to continue exceeding patients’ expectations and delivering quality care. Dee is a valued team member of our team.”
Cat and Dee have a shared focus on the patient experience. Cat says, “Patient experience is about removing the uneasiness that comes with dealing with health concerns, and providing encouragement so patients want to return to us for future health matters.” Dee sees excellent patient experience as her primary goal: “It is the measure of the safest and highest quality care.”