St. John’s CNAs Share How to Deliver Exceptional Care

Certified nursing assistants (CNAs) play a vital role in skilled nursing care. They assist residents with activities of daily living, monitor their well-being, and work closely with licensed nurses to ensure each resident’s needs are met. Beyond these responsibilities, CNAs often become trusted companions, advocates, and sources of comfort for the people they serve.

So, what attributes does it take to make a great CNA?

According to the caregivers at St. John’s Home, it comes down to compassion, patience, respect, and a genuine desire to help others.

“You have to be passionate, patient, and dedicated.” -Shawn Smith, St. John’s Home CNA

With more than 10 years of experience, Smith believes one of the most important parts of his job is making residents feel heard. He takes time to listen to their stories, helps them adjust to their new surroundings, and builds meaningful relationships. “I see the residents as my own grandparents,” Smith said.

For many residents, moving into a nursing home is one of life’s biggest transitions. They leave behind familiar homes, routines, and communities. CNAs are often among the first people to help them navigate that change and they provide reassurance and support during the adjustment process.

For Sharon Feurtado, who has worked at St. John’s Home for more than 31 years, being a good CNA means understanding each resident as an individual.

“A CNA has to be compassionate, thoughtful, and willing to learn from the residents.” -Sharon Feurtado, St. John’s Home CNA

Feurtado believes personalized care begins with listening not only to residents, but also to their families. Learning about a resident’s background, preferences, and routines helps create a care experience that honors who they are as a person. “If you pay attention to the residents, they will tell you how they want to be treated,” Feurtado said.

Feurtado makes it a priority to involve residents in decisions about their care, respect their choices, and create meaningful connections. Her approach reflects what she describes as an elders-first mindset. “I see myself as their extended family. That is how I was raised,” she said of her Jamaican upbringing. “That’s part of my culture.”

For Malachi Jones, being a good CNA starts with treating residents like family.

“When I take care of people, I feel a sense of family. I take care of you as if you were my own.” -Malachi Jones, St. John’s Home CNA

Jones, who joined St. John’s Home nearly six years ago, believes positivity and kindness are essential parts of caregiving. He makes it a point to approach residents with a smile and create an environment where they feel comfortable and valued. “I like to come in with positivity,” Jones said. “It opens (the residents) them up like a butterfly.”

Jones also emphasizes the importance of listening. Taking the time to hear residents’ stories and learn about their lives helps him build meaningful relationships and provide more personalized care. “I have met so many people from incredible walks of life,” he said. “Getting to know a person and the shoes they have walked in is genuinely heartfelt.”

For Jones, the most important part of being a CNA is creating connections that make residents feel seen, respected, and cared about. “I love seeing people happy,” he said.

The impact CNAs have extends far beyond the care they provide. They build relationships, offer comfort during times of uncertainty, and help residents feel at home.

Michelle Currie, success coach at St. John’s Home, recognizes the value CNAs bring to the organization and works to support their professional growth.

“I make sure CNAs are in positions where they can succeed and thrive,” Currie said.

Currie helps employees explore opportunities within St. John’s and identifies roles that align with their strengths, interests, and career goals. By creating pathways for growth and advancement, she helps ensure CNAs have the support they need to continue making a difference.

St. John’s Home celebrates the dedication, compassion, and commitment of all CNAs. Whether they are helping residents through a major life transition, honoring their personal choices, or brightening their day with a kind word, CNAs make a lasting impact on the lives of those they serve.