We recently had an autistic pediatric patient who was scheduled for surgery. The office told our scheduling manager that the patient and family had a bad experience at another hospital and could not have the procedure performed. Our scheduling manager notified Mary. Mary called the office to get the details and then called the father to discuss the situation. She reached out to all areas that were going to be involved in the care of this patient. She scheduled a huddle a few days before the case so that we could discuss the plan. She also reached out to protective services to assist the parents with the entry and exit of the building.
The day of surgery came and the plan worked wonderfully. The parents were extremely complimentary of the experience and teamwork. All of her great work paid off in a great patient experience. But she wasn't finished there, she decided to reward the team that was involved. She organized a luncheon for everyone involved including the surgeon, who was very grateful for all of the efforts of the team at Rex.