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The following letter was sent by a patient to BIDMC Board Chair Robert Melzer. It is reprinted here with the author’s permission.


“When I became pregnant, I chose to deliver my baby at Beth Israel Deaconess Medical Center not only because of its reputation as a world-class medical institution, but also for its reputation for progressive, empowering, patient-centered care. After unexpectedly having to spend four days in the hospital with early bleeding complications from placenta previa, I am convinced that I made the best possible decision. My experience at BIDMC was so positive, and the people who took care of me were so wonderful, that I felt compelled to write you this letter…

After several hours in OB Triage, I was admitted to the Antepartum floor, where I would remain for the next four days.... every single one of my nurses was almost clairvoyant in the way they responded to my needs, handling even my most minor or sheepish request with speed, care, and cheerfulness. While the doctors at BIDMC are absolutely amazing, from the patient’s point of view it is the nurses — those who take care of you 24 hours a day, every day — who make or break your experience in the hospital. They are the people on whom you are most dependent and with whom you have the most sustained contact. I want to commend you for so clearly making it a priority at BIDMC to hire and retain the best possible nurses. Your nurses are phenomenal, and I encourage you to continue to value and reward their exceptional service.”

Sincerely,

Jennifer E. Naughton

Postscript: Jennifer delivered a healthy baby girl, Lucy, at BIDMC.