Alicia (Lisa) Burrows, a dedicated mother of three young daughters aged six, four and three, is a valued team member at Oak Hammock since January 2024. Originally from Ft. Lauderdale, Florida, Burrows grew up immersed in the senior living environment—her grandmother owned an assisted living facility where she began working in patient care as a home health aide from the age of 10.
Burrows started her career at Oak Hammock in dining services as part of the wait staff in the Health Pavilion, where her compassion and concern for helping others quickly became evident. Her responsibilities include opening and closing the dining area, kitchen reset after each shift, taking residents’ food orders, as well as serving, stocking and organizing.
By March, Burrows stepped into the role of team leader, overseeing a group of seven dining service team members. Leadership comes naturally to Burrows as she takes pride in how well her team collaborates with a shared goal of providing exceptional care for the residents, ensuring their dining experience is always warm, attentive and thoughtful.
Burrows’ commitment to the residents has earned her multiple We Caught You Caring service recognition nominations. She lives by the golden rule, “Do unto others as you would have them do unto you.”
Oak Hammock has established the We Caught You Caring reward program through which the organization recognizes some of the fantastic team members who have truly impacted residents’ lives by providing excellent service.
In addition to her full-time role at Oak Hammock, Burrows also runs a cleaning business, working on weekends. As a single mother of three, she acknowledges the challenges, but she feels fortunate to have the support of her children’s paternal family nearby. Though she is close to her own family in Ft. Lauderdale, their distance makes her grateful for the local home she’s built for her daughters. Recently, Burrows shared her experiences and the joy she finds in her work:
How do you apply the Oak Hammock WeCare service vision to your work?
The WeCare values—welcoming, exceptional, courteous, attentive, responsive and empathetic—are at the heart of everything we do. I encourage my team to greet each resident with a smile and a thoughtful greeting like, “Welcome back, it’s so good to see you!” I make sure we always have three team members on the floor so that residents receive their food in a timely manner.
It’s essential that meals and to-go orders are delivered promptly, and we make an effort to remember each resident’s preferences. For example, one resident enjoys decaf iced tea with a splash of pineapple juice, so I always have it ready for her when she sits down. Also, when I’m bringing their food order, I cheerfully announce, “I’m on my way to you,” so they know I’m coming. Residents with memory issues, especially, need to be reminded of what they ate yesterday or this morning, to ensure they maintain a balanced diet; so, I remind them of their previous orders. Throughout their time in the dining room, I try to establish a relationship with everyone by engaging residents in personal conversations, learning about their lives and creating connections.
Providing excellent service is always a team effort. At Oak Hammock, we have a commitment to care and excellence, as well as to strive for the utmost in patient satisfaction. I’m fortunate to work with a team that’s open to changes and committed to improving the experience for our residents.
“Lisa is wonderful! The most amazing thing is, she remembers every person and what their needs are. Lisa knows what they want to order based on what they ordered last. She also offers great suggestions for trying new items on the menu.”
– Beth Sugalski, Assisted Living Resident
What do you enjoy most about your job?
I absolutely love my job and aim to start and end each resident’s day with joy! I focus on bringing positive energy and keeping them entertained. I care for them as if they were my grandparents. For example, in my grandmother’s assisted living facility, she taught me to always take the extra little steps to care for the residents. Every day, I embrace the joy and passion I have for the residents.
I get to know each resident individually by asking questions about their life experiences or their families. I also bring in my three daughters on my days off sometimes, which seems to bring smiles to the residents’ faces making them feel happy. If time permits, I sit down and talk to them while they finish eating. We have one resident who always comes in last, so I sit down with her while she eats, because I don’t want her to eat alone. I also cut her food for her, which she appreciates.
I enjoy getting to know the residents’ family members and loved ones too, especially when their children visit and share their appreciation for how we provide quality care for their parents. My dedication as a caregiver ensures I have a deep respect for the elderly, and I learn from them every day.
In addition, I make it a priority to show empathy with my team. I check in with them, ask how they’re feeling and work to provide the support they need to improve and grow. At Oak Hammock we are fortunate to be able to provide the appropriate training so the team members can serve the residents with compassionate care and kindness.
What might surprise people to learn about you?
I love watching classic movies, and I can throw a football with either hand! My personal goal is to stay and grow with Oak Hammock. I’d love to eventually explore other departments to broaden my skills as a healthcare professional. Someday, I hope to return to school and potentially move into nursing or work in the life enrichment department.
“Lisa is a remarkable young lady and feels like family to me. She is very kind and thoughtful, perfect for working with an elderly population and makes every one of us special. She knows each menu option thoroughly, explains each dish and brings everyone’s order correctly. When she brings her girls to see us, it is always a delight.”
– Elizabeth (Betty) Kramer, Assisted Living Resident