Employee Profile: Sam Holesome
Improving Care Through Connection: Sam Holesome Plays a Pivotal Role in Patient Experience
Sam Holesome, director of service excellence for Baptist Memorial Hospital for Women and Baptist Memorial Hospital-Collierville, knows what it’s like to stand on “both sides of the line.”
A nurse for 15 years, Sam Holesome is no stranger to what it takes to make patients feel cared for and valued. In her 10 years at Baptist, she’s seen just how critical her role is to the larger ecosystem of patient care.
Splitting her time between Baptist Memorial Hospital-Collierville and Baptist Memorial Hospital for Women, Sam spends her days visiting patients and their families. She listens, not just to what’s going right, but also to what could be better. Patients and families open up with full hearts, sharing their stories in hopes that someone will truly hear them. Sam is that someone.
“Patient experience is the human experience," said Holesome. "It’s the golden rule: treat others the way you want to be treated or even better. We all expect and deserve to be treated with compassion, empathy and to have someone actively listen to us.”
But Sam’s reach extends beyond patients and families. She also advocates for the experience of nurses and clinical teams, meeting with everyone from auxiliary staff to C-suite leaders. She gathers feedback and translates it into meaningful change. In many ways, Sam is a bridge between those receiving care and those delivering it, a direct catalyst for progress.
“I have seen an impact on the employee experience," said Holesome. "Interviews give me a lot of feedback to take to senior leadership. It’s opened up conversation between frontline employees and C-suite leadership. It gives us an opportunity to talk about things we can improve upon or to celebrate wins and successes.”
Sam credits the culture at Baptist for making this work possible and meaningful.
“Baptist is a community within a hospital," said Holesome. "Everyone’s smiling, everyone’s speaking. The culture at Baptist has drawn me in and kept me here. It’s one of the most welcoming hospitals that I’ve ever encountered.”
This work also reflects her “why.” Sam’s servant heart thrives in spaces where compassion meets action, and Baptist gives her that platform. When asked what she wants to do within the next 10 years at Baptist:
“I see my career continuing to expand at Baptist by increasing my education. I think this will lead me to an even greater calling at Baptist. I feel like I’ve found my place here. These are my people. I hope my career continues to grow here.”
Sam is one of three patient experience coaches at Baptist, each bringing unique strengths and perspectives to the team. Together, they’re redefining what it means to truly listen — and to lead with love.