Ambassador of the Year gets positive reviews

If you’re a patient in the Smithfield emergency department, you might get a visit from Ruthie Wilson, the clinical coordinator. Throughout the day, she checks in on everyone in the department—from nurses and physicians to security officers and housekeepers—but patients remain her primary focus.

When patients need something, she gets it. When they have questions, she finds answers. When they're frustrated, she listens calmly and works to rebuild trust. With every interaction, she provides updates, keeping patients informed about their care and what to expect next.

“She leads by modeling excellent customer service,” says Leah Garner, director of emergency services. “And she does so with knowledge, kindness, and grace, which creates a supportive and confident environment for teammates.”

Wilson’s dedication extends to maintaining the department’s environment, ensuring it stays clean, safe, and welcoming for patients and staff alike. To recognize her exemplary dedication, UNC Health Johnston recently named her Ambassador of the Year.

The impact of Wilson’s hard work is evident in the patient feedback. When Garner follows up with patients after they’re admitted on the medical floor, she consistently hears compliments about their emergency department experience. "They say communication is key to a great patient experience," Garner noted.

Wilson gives credit to the department’s strong leaders for the positive patient reviews and morale among teammates. Together in Smithfield and Clayton, the director, manager and three other clinical coordinators have 135 years of nursing experience.

“When teammates feel supported, they’re happy,” Wilson says. “And that makes for happy patients.”

Pictured: CEO Tom Williams presents a trophy and Smithfield Mayor Andy Moore proclaims a special day to honor and recognize Ruthie Wilson as UNC Health Johnston’s Ambassador of the Year.