Together, Everyone Achieves More

In ending my Feb. 12 VC Notes column entitled “Our Own ‘Super’ Team,” I mentioned that “we all have a part to play as we continue to foster A Healthier Mississippi.” This is maybe never more true than in our patient care mission area. It takes everyone doing his or her job, and doing it well, for a patient’s experience to be positive. When the patient is a member of, or related to, our own UMMC family, or any other health care professional – the bar is set very high.

Today, I want to share an email sent to Skye Stoker, director of our Office of Patient Experience, from one of our own – Amanda Roberson, director of medical staff services in the Office of the Chief Medical Officer. Amanda’s father, Truman Moore, was an inpatient at University Hospital for about two weeks in February. The way Amanda recalled all of those whose care made a positive impact on her father, her mother and herself was so well phrased and uplifting, Skye immediately sent the message to me. I’m so glad she did. I love reading and hearing about this type of team effort that warrants a positive outcome and positive patient/family experience. 

Amanda’s email commends a long list of caregivers who stayed the course with her father, a Carthage resident, during his hospital stay. From his transfer from a smaller facility to our Emergency Department, to his discharge into the arms of his loved ones, this patient had front-line staff who not only gave him excellent treatment, but also showed his entire family the utmost respect and care.

This is how it’s supposed to be done. This is the bar every patient should expect. 

 — — — 

Skye,

I am writing on behalf of my family, including my dad, Truman Moore, who was a patient here on 4 North from 2/5 – 2/17. 

A huge thanks to Dr. Alan Jones for facilitating his transfer from Baptist – Leake. Without his help, my dad would have likely ended up in a hospital that did not have the multispecialty care that is provided here and I don’t know that his outcome or patient experience would have been as exceptional.

Before talking about 4 North, I’d like to recognize the nurse that he had on 2 North while awaiting confirmation of a negative COVID-19 test. I believe her name was Kathryn. I did not get her last name, but she would have been his nurse on the shift overnight from 2/5 – 2/6. Because he was a direct admit, he had to be tested for COVID-19 again. It was a surprise that he had to move to 2 North while awaiting the results, and my mom, who stayed with him the entire time, was asked to leave. We attempted to talk with a nurse on the first shift he was there just to get some information, but were not able to make contact. I called and left a message for his nurse to call any time, and we received her call around 9:30 p.m. that night. She was amazing. We had to set up a password to get information, so she was kind to go into my dad’s room and allow him to talk with me and establish his password. Afterward, she returned my call and talked with me for about 15 minutes regarding his current status and our concerns about his assistance while on the unit (he has macular degeneration that causes issues with his being able to do basic tasks – and had concerns about some of his medication orders). We felt so much more at ease after talking with her. She truly displayed empathy for our concerns and seemed to genuinely recognize the obstacles families with patients in that unit face due to the isolation issues. I’m sure she had many things to do, but her attention and compassion were greatly appreciated.

My mom instructed me to recognize a multitude of people from 4 North:

Dr. Sydney West has an amazing bedside manner. She was so compassionate and took great care in explaining information. Wonderful young doctor.

I may have shed a tear when we learned that Dr. Jarrett Morgan was rotating off service. From the first day we were there and met him, we were convinced he would be “our” doctor from now on. I just cannot say enough about his demeanor, care, concern and knowledge. I fully believe that Dr. Morgan’s decision-making saved my dad’s life. He had not been treated aggressively enough at the transferring hospital – due to no fault of their’s – and had been prescribed multiple medications by a PCP at home that likely exasperated his condition. Dr. Morgan’s care plan put him on the path to going home – which is exactly what he did. 

Not only did Dr. John Kolawole take time to tell us about his background – his birthplace, how he came to the U.S., etc., but his bedside manner was superb. He was so easy to talk to and helped us understand in layman’s terms the reason for catheterization, changes in medicine and this new cardiology issue that we did not know existed in the days prior. The plan that he developed with his attending was thorough, but cautious. We hope that he will remain in Mississippi after his fellowship. We would definitely trust our future cardiac care to him.

Dr. Zackary Knott was only on service a short time before we left, but again, our short experience with him was consistent with our others.

Dr. William Crews was the first physician we saw after arriving in the middle of the night from the outside hospital. He was so thorough, put us at ease and took time not only to look at the patient, but to treat him like a person. Having been transferred at 2 a.m. and transitioning from a small hospital to a large one, my dad was a bit disoriented. But Dr. Crews knew that and took the time to make sure he had as much information as possible, when he could easily have taken less time, considering the very early hour at which we arrived.

Dr. Drew Morgan and Dr. Meagan Robbins were both excellent communicators and caregivers. They were knowledgeable and kind, with an excellent bedside manner.

Dr. Ervin Fox was very personable and explained the cardiology issues very well. Although we didn’t spend as much time with him as some of the trainees, we could tell that the attitudes, knowledge and bedside manners of the attendings were definitely being passed on to the young doctors. 

Dr. Kellan Ashley performed the heart cath. Everything went smoothly. She elected to go through the wrist, which allowed more freedom of movement after the procedure. We are very thankful for her expertise. 

There just aren’t enough words to convey our appreciation for Shauna Godfrey, Destini Thomas, Jenny Lowrey and Nathan Pickron, nurses on 4 North. They were professional, prompt, attentive and personable. They were blessings to both of us and went above and beyond to make sure we were comfortable, educated and cared for. (Especially Nathan, who would help with “heavy lifting” when needed. What a great example of the teamwork this unit undoubtedly shares.)

Kayleigh Polk, hospital tech and Mary Bingham, nursing assistant, were a joy. They were the only ones who actually asked if my dad would like to have a bath during our stay. This, to me, showed the compassion and care they have for their patients. We felt like they treated us as they would their own family member, and it made our stay so much brighter.

Also of note, the physicians who treated him in Carthage were UMMC alumni – Dr. Jonathan Buchanan and Dr. William “Doug” Perry. Again – although not current UMMC faculty – exceptional providers – a testament to the background they received during training.

As an employee of 18 years at UMMC, I expect patients to have a good experience here. But I honestly never expected my mom and dad to be so enthusiastic about the care he was receiving. It’s so easy to be lulled into seeing the things that are “wrong,” but there was so much that was right with his stay. In fact, I don’t know that there was really anything he complained about other than the food, and for a diabetic with a heart condition, I can’t imagine there was much that could be done with the diet they had to work with! Things have been so HARD for our physicians and nurses and other staff over the past year. But even after everything that has gone awry during that time, and as exhausted as they must all be, the caring, compassion and empathy is still there. COVID-19 has taken so many things from them this year, but not those things, and not their strength, resilience and EXCELLENCE. I am so thankful for and proud of this institution, its mission and its people - more so now than few times before.

— — —  

Thanks to everyone named in this letter and to anyone who may have played a part in the experience of this patient and his family, including those in the “back room” who help the engine go. I heartily agree with Amanda’s words about the can-do attitude of our front line: Things have been hard for clinical staff during the last year. But time and time again I’ve seen a dedication and endurance that is not only commendable, but inspiring. What YOU did mattered to this patient and family and what you do matters for all our patients and their families. Little details and caring qualities make all the difference in the care we deliver as we strive, every day, to achieve A Healthier Mississippi.