Joint Replacement and a Game of Bridge?
This week, I received a call from a recent joint replacement patient. This patient is in her 80’s and has had two knees and her hip replaced at Reston Hospital Center. She called me directly to comment on her experience. Interestingly, she routinely plays bridge with some of her friends and recently, the respective players’ healthcare experiences became the topic of conversation. This patient went into great detail with her friends (opponents in this case) about the care she received at Reston Hospital Center. While she was very complimentary of the clinical care she received, she spent much of the conversation talking about the personalized touch that the staff on the surgical floor provided for both her and her family. It reminded me that it is most often the little things that staff do that makes the biggest impression.
She commented on how open and willing the staff was to having her daughter stay in her room overnight through her hospital stay and then they offered her daughter coffee in the morning. This attention to detail made her feel welcomed and reemphasized how important the patient’s family is to the care. She mentioned the kindness and compassion shown by the nursing and physical therapy staff that focused not only on her needs, but also her safety as they double-checked the medicine each time they gave it. At Reston Hospital Center, we don’t spend as much on marketing as some hospitals because we strongly believe that word of mouth is a more meaningful and powerful multiplier of the good news. I would rather our money be spent at the bedside and on the support teams that are committed to serving our patients. We are fortunate to have a compassionate team caring for those who need it most. I want to express a personal thank you to the surgical unit team that made this patient’s experience a positive memory.
What has been your experience at Reston as a patient or the family member of a patient?