I write today to congratulate you on assembling an amazing team of doctors, nurses, PCAs therapists, and housekeeping staff. Having been a recent open-heart surgical patient and a guest of the Ross Heart Hospital for seven days, I experienced firsthand just how awesome these folks really are. Running my own practice and being associated with a family business with 75+ employees, I'm aware of just how difficult it is to recruit, develop, and retain employees who understand customer service. From my interactions with these wonderful people who cared for me, I am certain that OSU Wexner Medical center stresses this principle. While my care was a "10" from beginning to end and every team member deserve recognition, I must highlight several of the staff who went above and beyond.
Trevor (RN-Recovery) was a godsend to my wife. My surgery was originally scheduled at noon but was bumped back to 6:00 PM. As the evening progressed the waiting room emptied out and eventually my wife was sitting alone. Even the volunteer at the front desk had gone home. Around midnight, Dr. C emerged from surgery and met with her to inform her that the procedure went well. However, it was going to be several more hours until she was able to see me in in my room. This is where Trevor earned a pair of angel wings. He took the time to visit with my wife several times in the waiting room, informing her of how I was doing and explaining what to expect when she would see me intubated. As for myself, Trevor was the first face I saw when I woke up, assuring me that everything was "okay" and let me know that Dr. C was able to spare my aortic valve. He helped lower my level of anxiety several notches.
Sylvia (RN-4Ross - Day) was a ray of sunshine, so vitally needed on my first day after surgery. She spent much time with us explaining absolutely everything that impacted me from medications to the equipment that was attached and orienting us to the hospital, which became my home for the next week. Not only did she comfort me, but she showed compassion and patience with my family and went to great lengths to assure them that what I was going through was "normal" and that, even though to wasn't apparent on the surface, I was progressing nicely.
Jamie (RN - 4Ross - Night) was attentive and caring, but what really set her apart was a phone call with my wife. By the second night post-surgery, I had become a bit disoriented due to lack of sleep. It pained my wife to have to leave my side as the night visiting hours ended. Jamie sensed my wife's uneasiness and encouraged her to call her at 5:30 AM so that she could give my wife a full report on how I did through the night. Jamie spent a half-hour talking to my wife about every detail. My wife will never forget this kindness, as she understands how busy it is being an ICU nurse approaching shift-change.
Katy (RN - 5 Ross - Night) must be one of the sweetest and most empathetic people we've met. She was very giving of her time and stopped by my room often to check on me. I was fortunate to have Katy as my RN Wednesday and Thursday night. During the day on Thursday, I had grown extremely nauseous, I was unable to eat, drink, or keep my pills down, and became ill at the thought of food. As Katy returned to work Thursday night it was obvious that I was taking a turn for the worse. After a trip to X-Ray, it was determined I had developed an ileus and the hospitalist ordered an NG tube. Katy returned to my room with the NG tube and a forced smile on her face. I had mentioned earlier, she's an empathetic soul. To this day I'm not sure who hurt more during the insertion processes, myself or Katy. Once that ordeal was over, my wife stepped into the hall to discuss my status with the hospitalist. That's when he informed her that the ileus had potentially lengthened my stay by another week. My wife broke down and began to cry, but guess who lent a shoulder fan comforted my wife? Katy!
Jenna (RN- 5 Ross - Day) was intelligent, skilled and explained everything she was going to do before she did it. Further, she showed excitement toward the tiniest improvements I was making. She had a knack of anticipating what I needed or wanted before I could even think of it. She reminded me of the M*A*S*H character Radar O'Reilly. Jenna was our nurse for three days in a row and it highlights the importance of continuity of care. I truly felt encouraged by her, she knew I wanted nothing more than to have the NG tube removed and she helped me work toward that goal. She will forever have a special place in my heart. No sooner had Dr. K ordered the NG tube removed than Jenna was walking into my room, snapping on a fresh pair of gloves, and removed the tube. And if that wasn't enough, magically she somehow pulled a Popsicle out of thin air and handed it to me to soothe my scratchy throat.
Heidi (PCA-5 Ross - Day) might be one of the hardest working PCAs at OSU. As the curtain to the hallway was open most days, I could observe the activity at the nurse's station outside my room. During the multiple days that Heidi worked, I don't think she sat down once. If she wasn't in my room or her other patients' rooms she was but a blur passing by the doorway. My ice chips where endless, my pillows forever fluffed, and my vitals taken and recorded with a gentle touch. She was always cheerful and put a smile on our faces.
Adannaya (Occupational Therapist) certainly has a special talent, she makes occupational therapy fun! Bright, engaging, with a true desire to teach. I looked forward to her daily visits. There were so many daily activities I took for granted that I had to relearn and Adannaya was there to guide the way. One day during a session, I somehow ended up with my robe on backward, she laughed with me and we simply started over and practiced until I got it right.
Late Friday night, as my symptoms had abated, there was the opinion that my ileus had resolved itself. However, an X-ray would be required to confirm this. I was told that I would be taken down to X-ray between midnight and 4:00 AM. As the hours passed, I become more discouraged. Linda (RN- 5 Ross - Night) verified that X-ray was extremely busy that night, and it looked like my X-ray would be pushed back to later in the day. I knew that if the X-ray wasn't available by the time the doctor rounded, the NG tube would stay in. At 5:00 AM sharp, the mobile tech appeared at my door for the daily picture of my chest. Upon inquiry, she confirmed that her group had been extremely busy all night.
When I lamented the fact that I missed my opportunity to X-ray the ileus, she verified that the order was in the system and then took the extra time required so that the needed X-ray would be available for the morning rounds. I'm so thankful that she took that extra time and played a part in the removal of the NG tube.
Finally, I come to a woman that I lovingly referred to as the "Housekeeping Ninja." Recovery from open-heart surgery (and ileus) requires movement. Following orders, I walked my laps around the unit every hour on the hour. This did not go unobserved by the Housekeeping Ninja. The moment I would start my laps, she would stealthily enter my room, replace the sheets and linens, empty the trash, clean the bathroom, and disappear quietly as she came. I always meant to thank her for keeping my room so tidy and in such an unobtrusive fashion, but she was too elusive.
As I mentioned at the beginning of my letter, each one of the staff members that I met deserves praise. The Ross Heart Hospital is an amazing facility with an even more amazing compliment of doctors, nurses and ancillary staff.