Thankful, Part 2
I hope you enjoyed the Thanksgiving holiday! As a follow up to last week’s post about what I am most thankful for, I wanted to share thanks from a different perspective – our patients.
I have mentioned this here before, but we very frequently receive letters of gratitude from our patients who are so impressed with not only the care they receive at HSS, but the entire patient experience from start to finish. These letters are a testament to all of the amazing work you do and the leadership skills you demonstrate on a daily basis.
Here are some excerpts from just a few of the patient letters we have received recently. Even if you were not directly involved in the care of these patients, you should still take immense pride in reading these, as they are reflections of everything that we do here to make HSS so great.
Just yesterday I had surgery at HSS and I have to tell you what a fantastic experience I had. From the moment I arrived to check in on the first floor to my exit via the concierge person pushing my wheelchair, I felt like I was in the Ritz Carlton… In fact, while on the gurney while being prepped I started writing mental notes to myself saying “Wow, I’d really like to work here!”
I recently underwent a reverse shoulder replacement at HSS… In this email I will attempt to demonstrate my sincere thanks & gratefulness to all the wonderful HSS personnel that took such great care of me. The hospital ran like clockwork from beginning to end. The Admission process along with pre-op, OR, recovery, PT & floor care was absolutely seamless. There were no time delays or lack of attention paid to me as is usually the case in other hospitals. Your team made my wife & I feel like I was the only patient at the hospital. Just remarkable!
We want to write to you to further acknowledge the HSS Team and their delivery of care at the highest level. We are grateful to… HSS care givers at all levels, from intake to dismissal, all the PA’s, Nurses, and Support Staff, leaving absolutely no one out. Thank You HSS for returning quality of life to [patient name] and thank you… for all that you do to maintain such a high functioning organization.
On scale of 1-10 I would rate HSS’s performance in all phases about 22!!… I’m used to high standards. HSS didn’t just meet those it exceeded them in every single way. I know this doesn’t happen automatically or easily. It takes thorough organizational focus, substantial training and most important the relentless dedication of everyone in the organization to work as a team and do their jobs well. Congratulations to HSS for doing such a great job and many thanks to… everyone I met/spoke to for such effective and well delivered care.
Thank you again for all you do to make HSS such an extraordinary healthcare organization. We often say we are a ‘category of one’ for good reason.
Everyone is a leader, regardless of your role, and that is why we have earned the privileged reputation we enjoy and that we never take for granted.
One Response to “Thankful, Part 2”
Thank you for sharing, a main foundation of the culture that exist in HSS stems from our senor leaders who provides support and guidance. For this we are appreciative.