Everyone, Everyday. Relentlessly: Meet Juan Flores, CRNA

As we update our brand name to UMass Memorial Health and launch a new brand campaign, it’s time to tell the world who we are, what we do and what we stand for as a health care system. Our relentless caregivers are the inspiration for the update of our new brand name and campaign. Find out more about these caregivers and how it takes everyone, every day, working together relentlessly to care for our patients and each other. This week, we interviewed Juan Flores, CRNA — a nurse anesthetist who recalled how teamwork got him through the most challenging year of his career. 

Juan Flores, CRNA, doesn’t get rattled easily. Being a certified registered nurse anesthetist requires a calm demeanor and an abundance of energy. Based at UMass Memorial Medical Center – University Campus, Juan works alongside the anesthesiologist in the OR, ICU and PACU, administering anesthesia to patients before, during and after surgery. He also conducts pre-op screenings. He’s on duty two 24-hour shifts per week for both scheduled and emergency cases. 

“When you work in anesthesia, you constantly work under pressure,” he said. “You have to be prepared for whatever comes in, whether a car accident patient or a kid who has swallowed a marble. We are always on our toes, ready to adapt to any situation.” 

So when COVID-19 hit hard, Juan was prepared to do whatever it took to provide patients with the high-quality, expert care they desperately needed. This meant huddling with the caregiving team, suiting up in full PPE and performing up to 10 intubations a day, sometimes at the bedside. 

“Patients were coming in desaturated [low oxygen saturation],” Juan recalled. “They’re panicking, with five or six strangers in the room who look like astronauts in space suits. Some were making video calls to their loved ones. Some were thinking ‘I’m being intubated. This is it.’” That’s where Juan’s compassionate approach to caregiving helped comfort patients in their moment of need.  

“You hold their hand, look them in the eye, introduce yourself and tell them what you’re going to do,” he explained. “Even after they’re intubated, the care doesn’t stop. We are here to care for them at all times. If you show them everyone is working together as a professional caregiving team, you can instill trust and make it easier for the patient in that situation. And you can give them hope.” 

Juan said teamwork among his colleagues helped him meet the challenges of the pandemic. “Our hospital never closes,” he said. “The relentless pursuit of healing is a 24/7 job. When people at home on lockdown saw [medical scenes] on their TVs, we were living that reality here, every day. We had one mission, one goal: to work together to get through this for our patients and each other.” 

Juan’s colleagues can count on him to bring his “A game" to work, every day. “Juan is a big asset to the anesthesia department and to the hospital,” said Rick Wayshville, CRNA. “Juan works long, grueling hours, but is always upbeat and friendly. His role as a CRNA overnight is integral given the nature of our hospital. Often, those needing anesthesia in the middle of the night are the sickest, most challenging patients. Juan is calm, competent, and an effective communicator in high-pressure situations. I enjoy working with him and am lucky to have him as a colleague.”

Juan felt the Anthem Video captured what relentless caregiving means across the UMass Memorial Health organization. “It's very suspenseful and cinematic,” he reflected, “like a movie where the heroes are about to fight the villains — and the villains look a little scared because help is coming, and the good guys now have a chance at winning. Hope also comes to mind. And teamwork, which is everyone — not just doctors, nurses or nurse anesthetists, but EMTs, transport techs … it's all of us together that make a difference.”