Olean, NY – Olean General Hospital (OGH), part of the Kaleida Health system, announced that patient access representative Rachel McCaslin earned the September 2026 Star Award. The monthly honor recognizes an employee who exemplifies outstanding performance, teamwork, and a commitment to putting patients first.
Quick action saves a patient’s day
During a particularly busy morning, a patient arrived for a scheduled imaging exam, believing she also had laboratory work ordered. When staff discovered no lab orders were present in the chart, McCaslin took the initiative to contact the patient’s provider directly. She clarified the situation, secured the necessary orders, and ensured the patient could complete both the imaging and lab work during the same visit. The patient, who had been fasting, expressed deep gratitude for avoiding an additional trip.
What the Star Award means
The Star Award is presented each month to an OGH employee who demonstrates exceptional customer satisfaction, continuous performance improvement, strong communication, and ownership of responsibilities. Recipients are chosen from co‑worker and patient nominations that highlight teamwork and accountability. In addition to a certificate of recognition, awardees receive a Chamber of Commerce gift certificate, extra paid time off, and a designated parking spot.
Other nominees recognized for excellence
Alongside McCaslin, the September nomination list included Daniel Kermick, RN, from the third floor; Tabitha Martial, nurse assistant in sub‑acute rehab; Lisa Sworts, RN, also in sub‑acute rehab; and Katrina White, hostess for food and nutrition services. Their nominations underscore OGH’s culture of service and the breadth of staff who contribute to patient well‑being.
Community impact
Stories like McCaslin’s illustrate how frontline hospital staff can make a tangible difference in everyday patient experiences. By proactively addressing a potential delay, she not only upheld OGH’s commitment to high‑quality care but also reinforced the hospital’s role as a trusted pillar of the Olean community.
OGH continues to emphasize patient‑centered initiatives, encouraging staff to take ownership of challenges and seek solutions that benefit both patients and families. The Star Award program serves as a visible reminder that dedication and compassion are valued and rewarded.
Original reporting: WESB (Bradford) — read the source article.
