From Cape Cod, With Heartfelt Thanks
Date: May 18, 2009

In our quest to provide care that goes well beyond expectations and to be the healthcare Provider of Choice, we survey our patients about their experience at Floyd. We use this feedback to reward those who do well and to make improvements where appropriate.

Sometimes, however, that feedback comes to us unsolicited. Usually in the form of letters, these narratives provide an intimate glimpse into the lives of our patients and help us see Floyd through their eyes.

That was the case with two letters we received.
The first is from Mr. Donald Sack, who unexpectedly found himself a patient in our Emergency Room while attending a rodeo school in Summerville.

“I am from Cape Cod on the coast of Massachusetts, and I was a long way from home,” Mr. Sack wrote. “I arrived in your ER late on Sunday night in a good deal of pain and seeking relief. I am a registered nurse myself, but starting that night, I was a patient.

“Nothing I can write can do justice to my thoughts. I simply want to let you know that I received the most outstanding care and compassion I could have ever asked for. From the moment I walked into the ER reception area to the day a transportation aid wheeled me out to my car at discharge, I experienced unparalleled professional care and attention that every medical center should seek to emulate.”

The second letter came from the daughter-in-law of a Heyman HospiceCare patient in Summerville who had been estranged from his family for many years. The daughter-in-law described the care one of our nurses, Emily Vaughn, provided to her husband’s father and their family.

“Emily, you represent true, professional nursing. It is clear that you have a very holistic view of the human condition and believe that meaning and hope can be discovered even in the gravest conditions. When things seemed hopeless, you gave my father-in-law and our family hope: hope for spiritual intervention, hope for the relief of suffering and pain, hope for renewed relationships and hope for healing emotional wounds of the past."

“Emily, thank you again for all you have done for our family. You are a true blessing to all who are placed in your care.”

These letters mention many touch points that we have worked on with our staff. They mention outstanding care and compassion, unparalleled professionalism and attention.

Mr. Sack noted that his experience was consistent from his ER visit, through his hospitalization and continued through his discharge. His closing comment confirmed that we are delivering, as the name of our customer satisfaction department states, Service Excellence. Mr. Sack wrote:

“In my career, I have worked in the finest centers in New York City. In my book, Floyd Medical Center and its staff stand shoulder to shoulder with all those institutions because of its staff and the care they give."

“With heartfelt thanks, Donald Sack.”

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