Flagler Hospital St. Augustine, FL
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Flagler Hospital's Five Pillars Support our Ability to Achieve our Mission to Provide the Best Patient Experience with the Best Staff. Click here to review the pillars. iCARE is key to achieving success in all the pillars and is the basis for our service pillar.

At Flagler, iCARE means:

Compassionate | Always listening | Responsive | Empowered to make a difference


When a patient enters the hospital they are nervous and anxious. No one enjoys being sick and being in a hospital setting. Whether you show compassion with an understanding smile, a personal touch or calming words, showing a patient you care reassures them they are in good hands.

Always listening

There is a big difference between hearing someone and truly listening. It is important for the patient to see that you have stopped what you are doing, are focused with your eyes and may even repeat back some of what you have heard. Taking the extra few moments to stop, and listen to a patient will make them feel that they are important to you and that you are listening to them.


Responding quickly to patients needs makes them feel valued and at ease. As mentioned before, a patient is generally nervous and uneasy about being in a hospital environment. They want to know that someone cares about their health and well-being and that they're not alone. Responding to a patient's needs quickly and professionally shows them that they are important to you.

Empowered to make a difference

Every employee and volunteer at Flagler Hospital needs to feel empowerment to make a difference in someone's life. Every employee and volunteer has a voice. If a patient or family member has an unusual request or asks you a question you don't know the answer to, don't let the request stop at you. Take initiative and ask your supervisor if they know the answer or can help solve the problem. Each person needs to be empowered to do what it takes to make a difference for each individual right then – at that very moment - when it really matters.