Mark Roberson

Text version of Mark Roberson's keynote remarks

Hello. My name is Mark Roberson. I am the Food Service manager at Bone & Joint Hospital in Oklahoma City.
I went into health care to make a difference in people’s lives. My first job in health care was at a large nursing home with very poor patient satisfaction. Within a year, I brought customer satisfaction scores to 100 percent. I know this was only possible because of my faith.

There is something deep inside me that’s given me a desire to work with people who deserve to have the best possible care. I consider myself to be a servant through whose hands the healing presence of God is revealed.

The Catholic Sisters who founded our healing ministry were known for not only feeding the body, but also for feeding the soul. For me, working in Food Services is really an opportunity to continue that ministry -- to nourish our patients, our guests and employees, not only with food, but also with kindness and compassion.

By smiling and talking to patients as we deliver food trays or take orders, we show our concern for them as people. We show respect by recognizing a patient’s need for privacy.

In the Food Service department, it’s our goal to demonstrate our excellence by continuing to maintain our 99th percentile patient satisfaction ratings for all aspects of food service -- not only the temperature and quality of the food, but also the courtesy of the person who serves the food.

I want to share a story – that happened to me. It goes back to the sisters’ ability to feed more than the body – to also feed the soul.

I used my food-service experience to help feed the soul of one of our patients. She was an elderly woman, and she was unfamiliar with room service ordering, so I helped her complete her food order. When I delivered her food, I noticed she was only able to use one arm.

I helped her open the condiments, because she could not do it on her own. It may seem like a little thing, but I felt it was in my hands to help her get started on her meal while it was at the right temperature. At that moment I realized that we all face obstacles every day, and sometimes we need a little help. Helping that patient was one way to feed her soul - and to give exceptional service.

By being part of SSM, I’m honored to share in the responsibility of carrying out the mission which states:  Through our exceptional health care services, we reveal the healing presence of God.

Thank you.