|
This IS the Way to Run a Hospital
Date: April 26, 2010
In the midst of responding to a sudden and tragic situation regarding his stepdaughter, Joe Young* had some medical complications of his own, and though he thought he was all alone, staff members of the Floyd Medical Center Intensive Care Unit, Coronary Care Unit, Cardiac Catheterization Lab and Emergency Care Center would have it differently.
Mr. Young, a resident of Houston, Texas, received the tragic news at 2 a.m. that his stepdaughter, Marie*, a woman in her early thirties, was in the Intensive Care Unit (ICU), after attempting to take her own life.
Mr. Young had been her primary father figure and always considered Marie a daughter of his own. Upon receiving the news, Mr. Young quickly made travel arrangements to be with his daughter. When he arrived at the hospital, Marie was on a ventilator.
I was allowed entrance to the ICU where I was met by members of the nursing staff who treated me with the utmost courtesy and compassion. They patiently explained to me Marie’s condition and what steps were being taken on her behalf. Soon afterward I was introduced to Dr. Adrian Long, a young resident in Family Medicine, attending Marie’s case. We stepped into a nearby room and Dr. Long, gently but with a factual directness that I appreciated as absolutely necessary and totally appropriate, explained Marie’s condition and her prognosis.
The bullet had shattered upon entering Marie’s brain, rendering any hope of survival, let alone recovery. Over the next few days, Dr. Long and the ICU nursing staff walked Mr. Young through the legal protocols governing the situation, providing emotional support and clearly defining Mr. Young’s options. When it was determined that Marie would not survive, Mr. Young not only had to accept this devastating news, he had to act as a disseminator of information and point of contact for the rest of the family.
I knew full well that I must be prepared, in my own heart, to “let my daughter go” as well as to convince those having statutory authority in the matter, that this was the right thing — the only thing-to do. I had many questions, all of which were answered directly and factually, but with an obviously heart-felt compassion and gentleness. I encountered this same attitude of humane professionalism from every member of the FMC staff with whom I had contact, and they were many.
Within the same week, while arranging for his daughter’s memorial service, Mr. Young began experiencing chest pains, and later learned he was having a heart attack. He drove himself to Floyd Urgent Care and was immediately referred to the Emergency Care Center.
The young man seated there asked my name and complaint, and then asked if I had just come from the urgent care facility. Again, someone on the FMC staff had done more than just what was “required” to ensure my health and safety.
Dr. Barnes, medical director for Rome Emergency Physicians, cared for Mr. Young in the ECC, acknowledging his daughter’s tragic death.
This guy has got to be as busy as a one-armed drummer, and yet someone on the staff has taken the time to inform him of my relationship to Marie. And now, he has behaved toward me as humanely as any human could.
From the ECC Mr. Young was taken to the Cardiac Stepdown Unit where he met two registered nurses.
Throughout my care they maintained this amazing balance of serious professionalism and easy grace, which I found most reassuring. As they completed their intake protocol and prepared to leave the room, they expressed their condolences on my loss and advised me to let them know if there was anything I needed. I believed every word.
The following Monday, Mr. Young was treated in the Cardiac Catheterization Lab with a heart catheterization and two stents. He was discharged from the hospital the next day and was able to attend his daughter’s memorial service as planned.
The families arrived safely, and we were able to lay my daughter to rest and celebrate her life in a dignified, heart-wrenching ceremony. I remember that at least two members of the FMC staff who had cared for Marie took the time to pay their respects. Upon returning home, I received thank you cards from the FMC staff and personal cards of condolence signed by several FMC care givers. I can’t imagine how Marie, our families, her grieving friends or myself could have received better care or been treated more humanely or with greater kindness. Whatever the staff is doing to achieve this level of proficiency, employee morale and competence keep doing it. This IS the way to run a hospital. Floyd Medical Center has my deeply felt and most sincere gratitude. I will never forget them.
*The names in this story have been changed for sensitivity and to protect the privacy of our patients
|
