‘I never felt like a case or a number’
When a patient enters the ED, it can be a frightening experience, especially for those in pain and uncomfortable in their new surroundings. A warm smile and encouraging conversation can make all the difference, as this woman explains after her and her husband’s visit to VGH….
“I want to tell you about our visit to VGH’s ER.
…My husband had uncontrollable shaking which we reported to the Nurses’ Helpline. It was recommended that we go to the ER, which we did.
We had nothing but first-rate, expeditious care throughout our visit/stay in the VGH ER.
In fact, it was more than thorough and pleasant, it was downright heartwarming.
We were impressed from the get-go with the triage person’s care, and then ushered right into the ER. She said, ‘We’ll have a bed for you as soon as possible.’ A cleaner was washing the floor of an empty space, and as soon as he left, a bed appeared – it wasn’t much of a wait!
All the nurses and technicians introduced themselves and were very reassuring and helpful. Krista carried out most of the care, Kathy did the ECG (or was it the IV insertion?), and Reuben took [my husband] for an x-ray. Unfortunately, we can’t remember the name of the lovely woman who took the blood samples. All of them were stellar exemplars of the medical profession.
Dr. Paul Huang was caring and thorough and efficient – we can’t praise him enough.
As [my husband] said, ‘I never felt like a case or a number; I felt like a human being.’
Once Dr. Huang told us [my husband] had pneumonia and would be on IV antibiotics in the ER overnight, it was time for me to leave. I kept hesitating …Krista was watching, and then said “You two aren’t used to this, are you?” That comment was evidence of her watchful eye; she noted everything that was happening with her patient.
Next day, when I returned to pick my husband up from the ‘quiet’ area of the ER, he was all smiles telling me about his wonderful night nurses, Jill and Jennifer. I had already had a lovely phone conversation with Ilana, the discharge nurse, who came in to go over all the details of home care. Lindsay was taking care of[my husband] with a sure hand, attention to detail and a winning smile. We were just brimming over with feeling well taken care of!
As [my husband] was about to start getting dressed, the two nurses said ‘Oh, you can’t go yet! Dr. Fleming wants to say goodbye.’ We were amazed. What a wonderful thing! He sent us off with lots of advice, and this compliment: ‘We don’t get very many couples like you, and we appreciate it.’ Well, right back at you, Dr. Fleming! We are full of praise for the excellent care we received from everyone at VGH. Kudos to all of you!”