Roger Monk: "What you give in life is what you get back"

Wednesday, June 25, 2014 - 12:06pm

Roger Monk wasn’t sure what to expect when manager Darlene Lace handed him a printout of an email from a family member. Roger, who works in booking and registration at the Gastroenterology and Endoscopy Clinic, was overwhelmed and touched to read the note’s contents:

“He was kind, knowledgeable and very well spoken,” writes the family member of Roger. “As I waited behind the desk for my Mom, I overheard him speak to and laugh with other families - and he provided each family the same, courteous service. This was my second interaction with this man. He is a pleasure to talk to and provides a very calming, down-to-earth interaction with patients and families alike.”

As much as Roger was moved by the positive feedback, he shrugs off the fact that the way he interacts with patients and families is exceptional. “It’s something that should be experienced in every encounter,” he says. “I’ve been a patient here too,” he says. “It could be me. It could be my mother. It could be my best friend. You put yourself in the shoes of the other person.”

Roger’s philosophy is, “What you give in life is what you get back.” In his 28 years working in the health care system, much has changed, but one thing has remained constant: “We’re all here for patients and families.”

Working in a busy clinic can be demanding. “Sometimes it is standing room only in the waiting room,” says Roger. How does he continue to provide exceptional service in this environment? “You just focus on the person before you,” he says.

Roger remembers clearly the advice he was given when he started his career in health care. “We were told that the first encounter of a patient or family member was going to be either negative or positive - and that would go with them through the rest of their experience.” Roger does his best to make that first encounter as positive as possible.

Serving patients, families and coworkers isn’t a chore to Roger. “I enjoy what I do,” he says. “This isn’t work. It’s a social experience. I think that makes a huge impact.”