Direct patient and family feedback is one of the most valuable ways we can identify areas in which we are performing well and areas in which we can improve. No matter how well we do, we should always strive to make the experience better. I admit, I became teary eyed as I read this letter, because I could tell how very much our patient care teams truly care, and I could empathize with how much it meant to this family during a very difficult time.
While the family of this patient was extremely grateful for all of the care and support they received, there were a couple of situations in which they suggested we could improve; I think that it is important to share that feedback, just as much as the positive aspects. For example, we must remember to always use discretion and confidentiality when discussing patient status—this is important not only from a privacy point of view, but also out of consideration of the patient’s and family’s emotional reactions to any news they receive.
Additionally, while we often have a tendency to explain things in full detail when everything is going well, we must also remember to disclose what is taking place behind the scenes, such as when unexpected wait times occur. When a family feels well-informed at all times, it can greatly reduce the anxiety they may be experiencing.
The following letter has been edited to protect patient privacy:
I’m writing you this letter to let you know of the wonderful care [my husband] received from February 26 until his passing on April 23, 2015. I apologize for the length of this letter, but I kept notes and tried to write down all of the wonderful things that happened. I have decided that I will just list all of the special people at the end of this letter. I hope that they and their supervisor are made aware of this letter. They all truly did “Go That Extra Mile” in [his] care. True care and compassion is not something that can be faked; if a person shows compassion, it is genuine.
My family and I have been involved with UTMB Galveston since moving to the island in 1992. I was even employed at the university for several years. Our family has watched UTMB transition through those years, and I can honestly say that the level of care my husband received exceeded all of our expectations. There have been times over this 20-year period where as a patient, you felt more like a project or an obligation. That is not the case now. The care that my husband received was professional and compassionate. There were so many times that the staff took time to include [the family] not only in his care, but to show genuine concern and compassion for us as well. This meant so much to us over our 57-day journey.
The continuity of his care was evident all along his stay, from the ER staff to the respiratory care team, the SICU staff and trauma staff. I saw firsthand how each team took time to explain to the oncoming shift what had happened and what was planned. One thing that truly impressed me was how a critically ill patient is transported to radiology or other procedures. It was always a comfort to know that my husband was never alone through all of this—he always had at least one person that was dedicated to him and his care. That means more than you can know to a family member.
I was with my husband from the first day to the last. I was anxious as it was explained to me what was wrong and what we were to expect. My anxiety became better controlled once I got to witness the trauma team and SICU staff in action. We were told that the first weekend was critical—of course, this was initially after the first surgery. I appreciated the physician’s reluctance to label my husband as critical; unfortunately, he was critical from the beginning to the end. We had a few days of consciousness—that was always a blessing to him with his eyes open. They did a great job of keeping him pain free.
There was one night shortly after his initial surgery that he developed a problem, and we all had to rush to the hospital. A wonderful nurse, Rachel Murphy, held my hands and told me that we were in a marathon, not a sprint. Those words were just what I needed to hear. I will be forever in her debt; those words helped me through this ordeal more than she will ever know.
We also had the pleasure of meeting Janie Pietramale, the outstanding volunteer that handles the surgery waiting room. Janie took the time to get to know us. Her words were always comforting and filled with such genuine compassion. She deserves recognition for the positive impact she has on families at such a stressful time in their lives.
The parking garage staff of Garage 1 showed compassion beyond the scope of their jobs. When you are in the hospital for 57 days, you start making friends all over the place. When they would ask how that day went, I knew that it was sincere and not small talk. Many times, I was able to drive away with a little extra comfort from one of these beautiful ladies.
As with any situation, there is always room for improvement. There seemed to be a delay in medication as it was ordered and delivered. I know that logistically things have to be done, but more than once during our stay, my husband was waiting for medication to be brought up from the pharmacy. Hopefully this is something you can look into. There was also a problem and delay with his initial Wound-Vac. I am not sure of the problems or delays, but hopefully this can be corrected before another patient needs one.
I believe it would be beneficial for there to be a counseling room set up near the surgery waiting area. As it is now, physicians or staff come out to let the family know how the surgery went. It is discussed openly where everyone can hear. This was not a problem for me personally, but I did hear some comments about it being discussed so openly.
I want to close this letter with my sincere thanks to everyone involved in my husband’s care. Our final day came on April 23, 2015. Dr. Lance Griffin and his team and SICU staff did such a wonderful job in helping us through that final day. [My husband] was able to go peacefully and pain free with us by his side. This was their final act of compassion when we needed it the most.
The opportunities for improvement are welcomed comments as we look for ways we can make Health System operations better for our patients. I know that our pharmacy team is doing all that it can to minimize delays in medications arriving on the floor. The same is true for getting needed patient equipment to the floor. In addition, the comment about the counseling room speaks to the need for the new Jennie Sealy Hospital, because we have been able to incorporate sorely needed support spaces into the design that simply are not available in the John Sealy Hospital. While we do have a private consultation room near the surgery waiting area, it is clear that we need to do a better job of communicating this resource.
Letters like this are so important because they allow us to look at what we are doing well and do more of it. At the same time, it gives us a chance to see the care we deliver through our patient’s eyes and find ways we can improve.
A final word: in light of this week’s inclement weather, I’d like to thank each and every one of you who truly went above and beyond to ensure our patients and families received the very best care and service. They truly put their trust in us to do so, and I know this is a reflection of the work you do each day. Thank you for working together to work wonders!