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Luis's Story: Director of ER Services

Jun 6, 2019

Leading the pack: An Emergency Services Director develops an inclusive environment

Luis Carlos Licea, Director of Emergency Services, Hialeah Hospital

"Communication is the most important thing."

luis-carlos-licea"We have a strong relationship with the city of Miami," says Luis Carlos Licea, Director of Emergency Services at Hialeah Hospital. Always looking for an opportunity to spread the word about the hospital's services, he believes this deep connection serves a unique purpose and gives context to his daily duties.

Now starting his eighth year in this leadership role, Luis is responsible for supervising employees and training them to follow communication procedures so that they can provide excellent care for patients in emergency situations. He embraces the cultural and ethnic diversity of his hometown and strives to make all people feel comfortable at Hialeah.

"We want to be competitive so that the community will benefit from services," he says. "We have a multi-cultural community here. At our hospital we speak English, Spanish and Creole. We are close to the Miami International Airport, so we have people from many different places and we try to help them. As a result, our hospital has grown and we have doubled our patient intake."

In the event of an emergency, Luis and his staff explain each step of treatment to the patients and their families to help clarify the process and offer a personal touch during difficult moments.

"Communication is the most important thing," he says. "We tell them from the get-go what the expectations are. We introduce ourselves and tell them who we are. There's no hidden agenda."

The emergency services department is designed to help doctors and nurses fulfill their passion while fostering a sense of discipline and attention to medical excellence. Luis has made it his chief goal to generate a positive and energetic environment that motivates employees to work hard and improve.

"Those who are new to our program have weeks of training and then they are evaluated," he says. "We also provide committee meetings and educational classes. Everyone gets along very well."

A health care professional since 1987, Luis has leveraged his extensive knowledge of resource requirements and survival procedures for a variety of medical situations. In order to enhance the safety and security of his department, he engages with his staff's intellectual curiosity and practical acumen, allowing them to flourish in their particular role.

"We need to acclimate and learn from our past experiences," he says, "Sometimes you have to change your strategy and revamp the process. We keep our policies and procedures in order, because that's what allows us to best serve our patients."