Unsung Heroes in Our Midst
Members of the Environmental Services team: Daya Watelski, Orlando Reyes (Director) and Daniel McIlvaine
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f people are hospitalized or visiting someone who is, they expect patient rooms, waiting areas and restrooms to be clean without putting much thought into who’s responsible for making that happen. But in wake of the COVID-19 pandemic, UNC REX Environmental Services Director Orlando Reyes thinks about little else these days. He supervises 150 people who work tirelessly to ensure UNC REX patients and families can take comfort in knowing the rooms are safe, sanitized and secure. “We provide at least two touches to each room per day,” Reyes said. “We visit in the morning and introduce ourselves to tell them we’ll be emptying their trash, stocking their supplies and coming in later to clean their room. It’s sort of like the nurse coming in and announcing herself or himself for the day.” Environmental Services (EVS) employees do much more than clean patient rooms. “We’re not there to draw blood or give them medication or to do any of the clinical stuff,” Reyes said. “We’re there to clean and sanitize the room and also to have an interaction with them to establish a relationship where they can feel comfortable. In some cases, if they don’t have family, we might spend additional time with them so they can feel that somebody is there for them.” Interacting with patients didn’t just start with the COVID-19 pandemic but has long been a part of Environmental Services’ protocol.
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“When we hire our EVS technicians, what we look for during the interview process are customer service skills,” Reyes said. “We can show them the technical part any day … but the customer service piece, you’re either born with it or you’re not. We look for that because it’s very important for us to provide that patient care to every patient that comes to REX.” Technician Daya Watelski’s demeanor matches the standard Reyes wants his employees to exemplify. “I come in with a positive attitude and just do what I have to do,” Watelski said. “My patients love me and I love them back. You have to make them feel at home. I may be a stranger and yes, I’m a housekeeper, but we’re all family here.” Watelski loves her job but nowadays is taking extra precautions. For example, if a patient isn’t wearing a mask, she gently asks whether he or she would be more comfortable with one. “When I first enter the room, I write my name on the door, tell them I’m going to be working from 7 a.m. to 3:30 p.m., ask whether everything is okay with the room and tell them I’m going to sanitize their phone, bed, rail, table, etc.” When cleaning the room of a patient who’s waiting on COVID-19 test results, Watelski wears a helmet with a face shield and doubles up on her gloves. “I cover my hair because I don’t want to have to go home every day and wash it,” she said.
