There are few people instantly recognizable by a single name, like Cher or Madonna. At L+M, there’s Verna. Over the years, anyone invoking the name Verna was essentially telling others that we’re calling in our best to handle a given situation. As Patient Relations Manager, Verna earned a reputation for compassion and understanding second to none. So, on this Feature Friday, we honor Verna Swann, who is retiring from L+M today after 45 years. Verna started in 1967 after her family moved to New London from segregated North Carolina. She beat the subtle racism of the day by insisting on a secretarial position instead of a custodial job. And once her skills shined through – Verna was promoted many times. Former L+M CEO Bill Christopher put his faith in Verna by empowering her to start L+M’s Patient Relations program at a time when the concept was new to healthcare. Verna’s parting advice to her peers: “Never forget the impact you can have on patients and families,” she says, “At times, it can be ever-lasting.” Verna says she’ll always remember her friends at L+M, and the “kindness and empathy” the staff exhibits every day. And, after 45 years, she won’t be gone long. After she takes the summer off to relax, Verna plans to do some volunteer work, and that means her smiling face – and the name, Verna – will still be part of the L+M family.
