Language of Caring Ambassador Program

This program is dedicated to elevate our Language of Caring skills within our clinics! Each market will have one ambassador and they will be a resource if you have any questions on how to handle a difficult situation with a patient, or if you would like extra help with a specific module. 

The UM Urgent Care Ambassador’s by market are as follows:

  • Eastern Shore Market Ambassador – Erin Mechalske (Erin.Mechalske@umm.edu)
  • Baltimore Market Ambassador – Nicole Davidson (Nicole.Davidson@umm.edu)
  • Harford Market Ambassador – Molly Brown (MargaretBrown@umm.edu)

Lets see what each ambassador has to say about their favorite Language of Caring Module!

Erin Mechalske

"My favorite module is The Blameless Apology. Mainly because you will hear people say, I'm not saying sorry, I didn't do anything wrong. Blameless apologies can make a big difference when patients are waiting for a really long time or when they start to become nasty.  A simple, 'I am sorry you are feeling frustrated, can I get you a bottle of water while you wait?" usually deters them from being as agitated with you.'"

Nicole Davidson

"My favorite module is Going from Good to GREAT. This is my favorite/most useful module because I believe all the team members I work with are already well versatile in the language they choose to use. How we approach situations and speak to patients starts the beginning of how patients feel their visit is going to go. The team members I work with are very good at how they respond to patients and make patients feel."

Molly Brown

"My favorite module is The Practice of Presence.  I feel mindfulness is an important factor in patient care. Patients want to feel as if their being noticed and want full acknowledgement. It makes the patient feel welcomed into our center and I feel this makes their visit smoother when center team members are more attentive to their feelings. At times when a patient talks to a center team member it can go through one ear and out the other. We are paying attention but not really processing what the patient is saying. We need to give patients our full attention and compassion."

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