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A trip to the emergency
department can be a terrifying experience, especially if you
don’t know what is wrong or how badly you may be injured. Lying
on a hospital bed awaiting tests and treatment while your head
fills with questions can make the situation even more alarming.
But what if you can’t ask those questions? What if you don’t
have the ability to speak or fend for yourself?
That is exactly what happened in July when Janet Mercer, 85, was
twice admitted to the ED at HealthPark Medical Center. Janet is
a resident of the Memory Care Unit in the Larsen Pavilion at
Shell Point Retirement Community. She has Alzheimer’s disease
and dementia. Her son, Randy Mercer, received a call early one
Saturday morning saying his mother was in severe pain and being
rushed to the HealthPark ED. He immediately met his mother at
the hospital. “The staff was very concerned and allowed me to
participate as a bystander, as Mom could not speak for herself,
and provide valuable information,” Randy wrote in an e-mail.
Tests revealed that Janet had a hernia. “The staff was attentive
with blankets and information and full of concern,” Randy also
wrote.
He also praised those working in the ED that night, including
Karen Calkins, M.D., who took the time to speak to Randal’s
daughter—also a doctor in New York—on the telephone, so the
entire family could fully understand the situation. He also had
kind words for his mother’s nurse, Gena; surgeon Thad
Kammerlocher, M.D.; and the staff of 8 West. “Mom was an RN for
over 50 years, and Gena showed all the traits of a true
professional in the old fashioned, caring way. On 8 West, I have
never seen a more caring staff all working in a team effort…Mom
thought she was home, I am sure,” he wrote.
Ten days later, Janet fell and hit her head, requiring another
trip to the ED. Randy was out of town on business. “Again, the
team at the HealthPark ED came through with flying colors. They
stayed in contact with me by phone, gave me updates and were
sympathetic to the situation. Some of the staff even recognized
Mom from her previous visit!” he wrote, adding that nurse Mel
Irvine acted as a fantastic advocate for his mother.
“I just wanted to thank the staff who helped in some way. As
someone who lives and breathes customer service, I recognize the
professionalism and training given by the HealthPark staff.
Medals to all of you,” he wrote.
The care provided by the HealthPark ED and 8 West staff is a
true testament to the compassionate care that takes place every
day in our facilities. The message is made even more powerful
knowing that our patient was dependent on those around her to
make the best decisions for her care.
At Lee Memorial Health System, we are blessed to have Caring
people…caring for people.
Peace,
Jim Nathan
President, Lee Memorial Health System
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