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James Heffernan, M.D., director of the hospital’s primary care practice, Healthcare Associates, wrote the following letter to Herbert Kressel, M.D., chief of radiology.
Herb, I want to relate an episode that took place during what usually would have been lunch-hour downtime in most industries (and hospitals).
A delightful patient and her husband, both quite elderly, arrived for a scheduled visit, but reported that the patient had fallen and sustained a head injury earlier that day. Based on several special risks for bleeding and my examination, I needed to quickly exclude a subdural hematoma.
I called radiology outpatient scheduling. The phone was answered immediately after I made my menu choice. I gave a quick summary of my need as I entered the requisition into the computer. The scheduler asked me to hold for a moment and returned within 30 seconds to tell me they could help the patient on Shapiro 4 right away.
I accompanied the patient and her husband downstairs. There they received prompt, very attentive, courteous, good-humored, and professional service from the folks at the desk and “out back,” as did all the patients seeking studies. There was clearly a personal touch in each interaction.
The films were done, and by the time the patient was back in Healthcare Associates 20 minutes later, the CT had been read (it was negative) by Jon Kleefield, M.D., and the neuroradiology team.
No hassles, just terrific, smooth-flowing, patient-centered service. I remain very impressed at the patient care standard your department maintains. Please thank your staff for me.
Jim