After an older, unhoused patient missed several appointments and couldn’t be reached by phone, some people might have given up on what appeared to be a habitual “no-show” — but not two members of the Brookside Community Health Center team.

Recognizing that this vulnerable patient had several challenges, including cognitive impairment, Brookside nurse practitioner Victoria Hill-DiLando, CNP, followed a hunch that resulted in lifesaving care. During one of his appointments, she ordered a brain imaging scan. After completing the exam, the patient left the clinic before his care team could relay the finding: He had suffered a small but acute stroke.

The lengths to which Hill-DiLando and Solanlly Montero, population health program coordinator at Brookside, went to follow up inspired their colleagues to nominate them for a 2023 Pillars of Excellence Award, which celebrates employees who go above and beyond in their day-to-day responsibilities and show immense dedication to their work.

“The patient did not answer his phone, and Tory also couldn’t get a hold of his emergency contact. At least a day went by without her being able to contact him. Tory would not give up and was relentless,” wrote their nominator. “Solanlly did several home visits, including writing a note in Spanish on the door and discovering where he worked. He eventually got the message, came to Brookside to see Tory, and she was able to deliver the diagnosis and call EMS to safely transport him to the Emergency Department for further treatment and workup. This patient was saved from falling through the cracks because of their relentless, persistent efforts.”

The two were among 77 individual honorees and 29 teams from Brigham and Women’s Hospital and Dana-Farber Brigham Cancer Center recognized during this year’s ceremony on Feb. 28.

“This year’s honorees — like so many in our Brigham community — exemplify incredible resiliency, going above and beyond and championing our culture here at the Brigham, no matter the challenges we face,” said Giles W.L. Boland, MD, incoming interim president of Brigham and Women’s Hospital and president of the Brigham and Women’s Physicians Organization.

Also among this year’s honorees was Stephen Chang of the Department of Radiation Oncology. As the department’s financial manager, Chang is known for his collaborative and inclusive approach to work.

“He is always willing to help others resolve an issue. One example of this is when our research program was lacking a grant administrator. The program had grown significantly, and there were many research trials that needed fiscal oversight,” his nominator wrote. “Stephen stepped up and performed these responsibilities (in addition to his own) to allow the trials to continue. He understood the importance of research and what it means to the people we serve.”

Rayven Frierson was also honored this year for her care and attention to patients in her role as a research assistant in the Division of Infectious Diseases.

“Rayven has developed great relationships with our study participants,” Rayven’s nominator wrote. “She created a weekly check-in email in which patients feel free to report any new concerns or events they have had with the study drugs, so they don’t feel like they have to wait until the next study visit to get clarification. Her capacity to build good relationships benefited the team as patients are excited to participate in new upcoming trials with our team.”

In addition to individuals, the Pillars of Excellence Awards also recognize teams throughout the Brigham. One such team was the Emergency Department (ED) Supplies Team which works to organize and distribute ED supplies. The ED Supplies Team has worked to improve several aspects of the department’s environment of care.

“They ensure we have not only steady PAR [periodic automatic replacement] levels of needed supplies but also a process to obtain more special-order supplies,” the nominator wrote. “This is something that many folks don’t necessarily think about when running a clinical care unit, but having steady access to the supplies you need is huge, and this team has made this possible for us and our patients.”

Another team that was highlighted was the Braunwald Tower 10A Nursing and Patient Care Associates (PCAs) Team for demonstrating “unwavering professionalism, compassion and patient-centered care” in caring for a complex patient with a prolonged and challenging hospitalization.

“The Tower 10A Team exhibited not only compassionate care but also a multidisciplinary approach of collaboration,” their nominator wrote. “The ongoing collaboration provided this patient a safe plan of care, ensuring the patient was always treated with dignity and respect. The staff’s unwavering dedication was evident day in and day out. From coloring with the patient, to helping the patient make phone calls or ordering the patient’s favorite food items, the staff have used their creativity to help support the patient throughout their stay.”