January 2006
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Gratitudes
The following letter was sent to Michael Shannon, MD, MPH, chief of Emergency Medicine.
Julia Jenkins with her son, Alex.
Dear Dr. Shannon,
I just wanted to relay to you my thanks and praise for the excellent care we received for my baby, Alexander Ma, this weekend. He's learning to walk, and he tripped and fell last Saturday afternoon. He got a small cut by his right eye that needed stitches. We were so sad and worried that he was hurt and wanted him to get the best care, which we believe he did!
Everyone was so nice, starting with the triage nurse who was very caring and efficient. The woman at registration was so sweet and made Alex smile. We did end up having to wait a while like you'd expect in the ER, but we never felt ignored or forgotten. When Alex got fussy, at least three people came by to see if they could help or get us anything. One staff member brought us a little pinwheel to distract him; another student, Courtney, found us a quiet room in the back and some bubble soap and kept us company for a while, then kept tabs on our progress until the visit was over. Our nurse, Sarah, was also very professional. She listened to my concerns about having someone with some seniority to treat my son's facial laceration, which is how Dr. Madati ended up taking the case.
Dr. Madati was wonderful. The laceration was small but in an awkward place, and Alex is a squirmy guy. In the grand scheme, this was a pretty small injury. Still, Dr. Madati made us feel like we were the only people in the ER, taking time to explain options and determine the best approach. He was so methodical and patient, with a great bedside manner. The laceration did close up nicely, and looks to be healing nicely.
As a side note, the facilities were clean, bright and cheerful. There is an aura of calm efficiency. Each employee we met gave the impression of liking their job. How unusual for a large institution these days.
I had always dreaded that inevitable visit to the ER with one of my children, but I was very pleasantly surprised, and so impressed with this excellent hospital and staff.
With gratitude,
Julia Jenkins
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