March 2006
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Gratitudes
Cathy Irvin and Marcus Johnson are friendly faces at the Front Desk. The following is an excerpt from a letter sent to Kitty Scott in Children's Hospital Boston's Center for Families.
February 11, 2006
Dear Ms. Scott,
It is so important for you to know the high level of customer service embodied by the Front Desk staff.
This past January, our daughter, Lizzie, received a kidney transplant. My husband, her dad, was her donor and was also a patient at Children's. I can't tell you how comforting it has been to be greeted cheerfully, respectfully and compassionately by the dedicated crew manning the Front Desk. I've been amazed at how well they remember details of my ups and downs.
At one point, I was having a hard time figuring out where to buy dialysis parking stickers. Upon informing me that I'd have to go across the street to the Parking Office, Cathy [Irvin] said, very caringly, "but it is too cold for you to have to go across the street right now. I'll call them for you, and you can talk with them on the telephone." How nice was that? Talk about going above and beyond. Then, to my amazement, a week later Marcus [Johnson] saw me and asked if my parking issue was resolved. Talk about follow through!
And, most importantly, they are truly concerned about people's well-being’Äîphysically and emotionally. When my daughter's godmother arrived at the hospital very early the morning of her kidney transplant, she told the staff that she was anxious about the surgeries and that she was upset. With that, Cathy walked around the desk and told my friend, "You need a hug. Don't worry. Everything is going to be all right." My dear friend started crying and felt the weight lift off her shoulders. When she greeted me in Lizzie's room, the first thing out of her mouth was how wonderfully genuine and caring the Front Desk staff was to her.
I can't imagine how many visitors, patients and hospital staff members this crew has to deal with every day. But I am sure that not all the visitors are polite or grateful for the help they receive—having a sick child can unnerve anyone. Even so, I have never heard an angry, impatient, nor sarcastic comment from any of the Front Desk staff. They do their jobs with smiles on their faces and warmth in their hearts. And it shows.
Thank you for your time and for hiring the right people for the right jobs.
Best Regards,
Kate McHugh (mother of Elizabeth Stidsen)
Andover, Mass.
