After hearing about a proposed hospital-wide service initiative, Beth Houlahan, R.N., M.S.N., co-director of the UI Family Care Center, sent that message to UI Hospitals and Clinics leadership. Her offer was quickly accepted, and, in 1999, Houlahan became co-leader of the service leadership steering committee with Linda Everett, R.N., Ph.D., director of Nursing Services and Patient Care.

"I am passionate about giving our patients and their families the best possible care," said Houlahan. "To me, that means providing the finest health care in a sensitive and supportive environment."

At the core of Houlahan's commitment to service is a dedication to her staff. "A well-trained, talented, and content staff makes all the difference. When people feel their work is meaningful and appreciated, patients and families reap the rewards," she said.

As UI Family Care Center co-director, Houlahan is responsible for nursing staff members from three primary care disciplines: family medicine, pediatrics, and internal medicine. The center will experience more than 80,000 patient visits this year.

As a manager, Houlahan integrated new procedures that streamlined the center's operations. For this reason and many more, Houlahan received the Iowa Nurse Leader Award in 2001.

As a service leader for University of Iowa Health Care, Houlahan helped shape the ideals that form the core values of service leadership: integrity, commitment, accountability, respect and empathy. She participated in service education sessions, both as student and instructor. During a recent service celebration, she cheerfully poured lemonade for more than 1,200 staff members after delivering "thank you" treats to the night shift-no matter the aching feet and sticky fingers.

As a supervisor, Houlahan listens to her staff. She asks them routinely, "Are you enjoying your job? What tools do you need from me to help you do your job more effectively and efficiently?" The congeniality that follows in the clinic is a bonus.

As a nurse, Houlahan understands the challenges today's nurses face-such as keeping pace with rapid changes in health care during a national nursing shortage.

In all these roles, Houlahan remains steadfastly fun. Last year, she received a UI Wellness Health Through Humor Award for "lifting the spirits of the workplace through good humor."

Those who work with Houlahan are well aware of her strengths and abilities. Ultimately, though, it is patients and families who benefit most from her energetic commitment to service.

"Our team works so fast and so well together, sometimes it feels like we're on roller blades," says Beth Houlahan, whose relentless supply of energy defines the role of service leader at UI Hospitals and Clinics.