BETHESDA, Md.  –   Walter Reed National Military Medical Center strives to provide an outstanding experience for every patient. This begins before the patient meets their provider, starting with the scheduling process, continuing as they make their way through the hospital and to the front desks of clinics for care.

The hospital’s front desk staff teams take that to heart with pride, ensuring each patient’s visit starts right. These efforts were recently noted when the support staffs of Gastroenterology, Occupational Therapy, Pediatric Specialty, and Otolaryngology (ENT) earned recognition for their customer service as Military Health System’s Joint Outpatient Experience Survey’s (JOES) “Best of the Best” in support services for the second quarter of fiscal year 2026.

The Gastroenterology front-desk team includes Kayona Coleman, Mia Binder-Pumphrey, Liza St. George, Taleh Williamson and Jordan Copeland.

Frances Cintron, Olson Richardson and Daniel Maurico Perez staff Occupational Therapy front desk. Andre Shepherd and Christina Graham are the ENT front-desk team members.

The front-desk team from the Pediatric Specialty Clinics includes Sandra Patrick, Faymarie Brown and Kaylah Smith.

MHS’s JOES “Best of the Best” is a quarterly report spotlighting top-performing military medical clinics, individual healthcare providers, and support staffs. Recognition is based directly on the feedback from patients when they are provided with a survey asking several questions, including whether the office staff members were helpful, and if staff treated the patient with courtesy and respect during their encounter.

“Very supportive staff from the receptionist to the nurses. They provided quality care services,” said a patient’s parent about the Pediatric Specialty Clinics front desk staff. “Great place with even greater staff,” stated another parent. “I always enjoy coming to this facility because everyone is so kind, upbeat, and helpful. It always feels like everyone wants to help you in the best way possible and provide answers. I never leave here feeling anything less than confident in my daughter’s treatment plan,” yet another parent added.

“I have the highest respect and appreciation for the care I have received over the years. All the doctors, nurses, and staff I have encountered have been outstanding,” a patient shared about their experience in Gastroenterology.

Patients stated about ENT, “the best in the business,” “staff is very friendly,” and “each and every encounter I have at this facility is met with polite, kind and highly educated professionals who clearly explain the medical decisions.” “The front desk at Walter Reed’s Occupational Therapy Clinic is the best. They are always happy and friendly and work hard to get appointments for me that fit my schedule,” shared a patient. “Excellent facility and excellent staff,” added another who received care in Occupational Therapy.

“As the medical support team for the Pediatric Specialty Clinics, [we] bring dedication and heartfelt compassion to support our families,” said Patrick. “For our team, the job extends far beyond managing paperwork and computer screens. We set the emotional tone for the patient’s entire healthcare journey.”

This sentiment was shared by members of all the teams recognized for their customer service.

“Through warm welcomes, active support, and dedicated patient advocacy, we serve as the vital bridge linking administrative processes with genuine empathy,” Patrick added. “Our daily focus is to ensure efficient clinic operations while never losing sight of our core purpose — caring for our active-duty service members, retirees, and their families.”

“The most rewarding aspect of our role is human connection,” Patrick continued. “While we may not wear a military uniform, we are immensely proud to serve our country by delivering outstanding care. The rewards come in many forms -- from seeing children light up with excitement when they spot the mini couches and books in our lobby to the profound gratitude of a parent.”

“The most rewarding aspect of the job for me is having a satisfied patient return to the desk as they leave the clinic just to say, ‘Thank you; I appreciate you and all you do for our family,’” shared Brown.

“A smile and a welcoming attitude make a huge difference,” Smith added.

“By adhering to the principles of ‘Walter’s Way,’ we remain deeply committed to delivering exceptional, patient-centered care to everyone who walks through our doors,” Patrick concluded, sharing the values that resonant throughout the entire Walter Reed team.