Published July 24, 2025
Westerly Hospital’s department of Surgery has been consistently handling an array of complex cases while also receiving high patient satisfaction scores, including some scores in the 99th percentile.
The department’s secret to success is a combination of engaged nurses, the hospital’s “community atmosphere,” and its mix of talented surgeons consistently providing safe, minimally invasive care for a wide variety of conditions, according to Paul Bourguignon, MD, general surgeon and chair of Surgery.
“We’re doing laparoscopic cases, robotic cases, complicated urology cases – and the staff has good morale,” he said. “Everyone is working hard, and we try to have a lot of fun, too. We try to keep each other going when things get tough.”
The supportive environment is good for staff – and for patients, according to Whitney Jaccarino, RN, Operating Room nurse manager. “I’m grateful to work with so many outstanding surgeons and so many caring people,” she said. “The anesthesia team, for example, also contributes tremendously to patient satisfaction. They really take time with the patients, listening to their concerns and answering questions.”
As with any department, people come and go, but the newer employees have fit right in. One long-time employee agreed. “I’ve been here going on 33 years,” said Charlotte Lilligren, RN, OR clinical coordinator. “It’s always changing, so you acclimate. That’s how this team works. We do whatever it takes.”
As an example of the camaraderie, Dr. Bourguignon and other surgeons routinely share meals with staff in the OR breakroom. Sometimes, it might be a potluck gathering to celebrate someone’s birthday or a family milestone; other times one of the surgeons might buy takeout for the team as a thank-you for their hard work.
Most importantly, the fellowship makes the OR welcoming for patients. “We want to make sure each patient is comfortable and we want to allay their anxiety,” Dr. Bourguignon said. “You’re never a number here. When a patient comes in, they are everyone’s priority, and the patients know we’re going to take good care of them.
“I am constantly getting compliments on our staff,” he added. “I see patients post-op and they talk about how great the nursing staff was, how great the care was, and they’re ready to recommend Westerly Hospital to their friends and family. It’s fantastic!”
