Nomination Letter

Written by John Klearman, Co-owner, BrightStar Care Rancho Bernardo/San Marcos

Robin is BrightStar Care of Escondido’s DON and Nurse of the Year.

Some people have a calling. To be a great nurse one must have a special warm heart and a gentle hand.  One must possess technical prowess and provide kind but clear communication. One must be relentlessly committed to their profession. Nursing must be their moral imperative.

Robin has a calling. She sacrifices herself every day to help others. She’s done so her whole professional career. To be a BrightStar Care Nurse, one must perform their job at A Higher Standard. The attributes noted below go hand in hand with that ‘Higher Standard.’ And all of those attributes are integral to improving the quality of life for our clients and families.

In November of 2014 we purchased a very small existing agency in northeast San Diego County. It was essentially a startup. Robin had been working with the agency for just a few months. As new owners we were blessed by the fact that Robin was already working inside the agency. After we came to know Robin we began to understand that she was, simply put, an amazing nurse and a remarkable person.  She also happened to be our Director of Nursing (DON)!

As I’ve come to understand our business I’ve often considered the many attributes of a successful nurse, and in our instance, a great DON. It is such a critical role in a home care agency.

Needless to say, the DON must have strong technical nursing skills. Robin’s background is extensive.  She’s worked in every imaginable nursing environment in supportive and management roles. This gives Robin a broad and balanced perspective when it comes to providing care. Robin’s efforts, supported by her technical nursing skills, have saved and prolonged the lives of many.

But that’s just the beginning. How else does she impact our clients and families lives? A successful DON must possess a variety of honed skills. In order to be a nurse of the highest standard, they include:

• Empathy
• Customer Service, Communication and Diplomacy
• Teamwork
• Salesmanship
• Leadership

Robin is one of the kindest, most empathetic persons I know. Robin and I recently visited with a hospice client. Robin sat with “Alice,” put her hand on her arm, and gently smiled and asked Alice a few questions. Alice looked up, gave a smile back to Robin and answered her questions. I’ve seen Robin disarm too many clients to count. She’s able to form instant connections with our clients. She makes them smile. She makes them laugh. People whom she’s only known for short periods of time give her hugs. And Robin happily hugs back. She never ceases to be kind and empathetic, even under the most challenging circumstances. It is just part of who she is. It’s how she improves the lives of clients and their families. That’s A Higher Standard!

Of course, in our business, we may occasionally have emotionally charged clients. After all, families are going through difficult periods when we are asked to provide support. Robin handles these sometimes challenging situations with aplomb. No matter how aggressive or unreasonably assertive an individual may be Robin always listens, provides very thoughtful, supportive responses, and helps families get through difficult patches. She’s quite the diplomat, and it comes from years of deep experiences, being faced with challenging situations, and determining the best method for handling them. Her ability to be diplomatic also allows her to deftly handle ANY customer service matter that comes her way. Her calming and instructive nature helps improve the lives of clients and families. That’s A Higher Standard!

Owners simply need employees to work as a team. Coordination of activities inside an agency requires team members to relentlessly work together. Robin is egalitarian and is fully supportive and nurturing of our team. The other team members frequently ask Robin questions about clients and providing care. Robin never hesitates to patiently respond.  She’s a great team member. Our ability to function as a team impacts the lives of our clients and their families. That’s A Higher Standard!

As owners we are lucky to have a DON who cares about business growth - and recognizes what drives growth. Our ability to grow, to exist, and get better at our core functions, helps us improve the lives of clients and their families. Robin understands that everyone is successful to the extent the business grows. She supports our growth by being consultative when working with prospective clients. She patiently answers questions. She provides solutions to the needs of a prospective client – and continues doing that after they are an actual client. And her ability to clearly communicate, and be seen as completely honest, has supported growth. Prospective and existing clients naturally trust Robin. She’s an integral part of our team. That’s A Higher Standard!

Robin is a leader. She was integral in leading us through the Joint Commission process last year. She leads our staff in provisioning the highest standard of care.  She’s led the owners through many a challenge – helping us understand the many dimensions of healthcare and guiding us on our journey. Through her leadership the lives of our clients and families are improved. That’s A Higher Standard!

Robin is BrightStar Care of Escondido’s Nurse of the Year. The reasons above are why we nominate her for the 2017 BrightStar Care Nurse of the Year award. Robin embodies A Higher Standard!