Rayna Nelson, LCSW, is the Patient Experience coach in the Quality Management department at UofL Health – Peace Hospital.
Rayna is no stranger to the UofL Health family. From 2011 to 2013, Rayna worked as a mental health counselor at Peace Hospital.
In her current role, she coaches senior leaders, providers and nurses to help their teams improve the use of AIDET, an acronym used for caregivers to help achieve greater/higher/increased patient satisfaction. The letters stand for acknowledge, introduce, duration, explanation and thank you. Rayna also uses rounding to connect with both the staff and patients to help improve other quality improvement goals. For more than 13 years, she has worked for the commonwealth of Kentucky as a licensed clinical social worker (LCSW) with behavioral health experience.
Deciding to come back to Peace Hospital was an easy decision. In her previous role, Rayna had a positive experience at the facility and made new friends, including a very special friend.
“Peace Hospital will always have a special place in my heart as this is where I met my husband. He worked as an inpatient social worker during my first time as a Peace Hospital team member,” Rayna said.
Having positive experiences is her goal with the Patient Experience team as they ensure all patients have a positive experience with UofL Health by capitalizing on what we do well and improving areas of opportunities.
Each and every day Rayna comes into work, she strives to be intentional about being the best professional self for her patients. She understands that, when patients come, they may be experiencing dark times and it’s an honor to be a part of shining positive light in the lives of others.
Although a native to Louisville and an alumna from the University of Louisville’s Master of Social Work program, she is a University of Kentucky Wildcats fan that truly bleeds blue. She attended the University of Kentucky and it’s where she earned her bachelor’s degree in social work.
As with many people, one of Rayna’s pet peeves is hearing people chew their food. However, if you find yourself having lunch with her, and a song comes on, she may break out into a dance or sing along to the tune.
Looking for something good to watch on TV? Ask Rayna to share some of her favorite shows on the I.D. channel, or ask her about some of the interesting documentaries she’s watched over quarantine.
Have a recipe you’d like to share? Next time you see Rayna, say “hello!” and share your favorites from your grandma with her. Rayna loves to bake, and she would be happy to share some of her favorites.