After spending most of her nursing career in emergency departments, Susan Phelps, RN, is no stranger to staying on her toes.
“It taught me to be prepared for anything at any moment,” she said. “You really have to be ready to make decisions and follow through on them quickly.”
Those years of experience have prepared her well for her new title: Chief Nursing Officer at Bladen County Hospital. The role of CNO comes with a long list of duties, including leading the hospital’s team of nurses and other healthcare professionals, and ensuring excellent patient care through quality improvement programs.
Built in the 1950s, Bladen County Hospital has a long history of service to its community, providing acute care to a rural expanse between Fayetteville and Wilmington. And it’s come a long way since then.
“We are a critical access hospital,” said Phelps. “There’s none other within 30 miles, and we’re able to do a lot of things. We have a full-service, 24-hour emergency department, four ICU beds, two ORs, radiology … and we can do all of this without our patients having to drive a long way from home.”
Stephen Fife, President of Bladen County Hospital, said Phelps is a natural fit for the CNO role and Bladen’s friendly, small-town atmosphere.
“If you spend much time around Susan, it doesn’t take long to notice her passion for nursing, our patients, and for leading her team,” he said. “One thing I love about working in our small hospital is the ability to develop lasting relationships with our team members across all levels of leadership. Susan’s personality and passion are a great fit for the culture we are working to build here.”
Originally from Lumberton, Phelps said she always knew she wanted to be a nurse. She found her niche in emergency care just six months after graduating from nursing school. Before stepping into her new role last September, she served as the Corporate Service Line Director at Cape Fear Valley’s Emergency Department – an experience made even more memorable by the onset of the COVID-19 pandemic.
“That’s something nursing school doesn’t really prepare you for,” she said. “It was important to take care of teams who were weary, and to support them professionally and emotionally so they can still do their best work.”
Offering that support to people on the front lines is something Phelps said she learned from role models throughout her career.
“I have had some amazing CNOs,” she said. “It’s wonderful to look up to someone who understands the job you’re doing, and really wants you to enjoy it and feel a sense of purpose with it.”
Keeping healthcare teams happy and motivated doesn’t just make for a pleasant workplace—it also has demonstrable effects on patient satisfaction.
“She has already made positive progress with patient satisfaction scores through initiatives she has led,” said Fife. “Reading through the comments on these surveys, you can see the impact she has had.”
Phelps said that impact is something she is proud of and will always make a priority.
“I love the opportunity to make a difference for our patients,” she said. “I always want to leave a place better than I found it.”
She’s off to a great start on that goal: Shortly after her arrival at Bladen, she led the charge on a total renovation of its emergency department. Fresh flooring, countertops and sinks will make patient care areas easier to clean, and custom cabinets will free up some floor space for the teams to do their lifesaving work.
“It’s a little unnerving to renovate during a pandemic,” Phelps said, “but we have taken it phase by phase, and the difference is really remarkable.”
As the end of her first year at Bladen County Hospital approaches, Phelps is looking forward to many more years of leadership in the work she was always meant to do.
“I didn’t choose nursing,” she said. “Nursing chose me.”