I am a patient being seen at the VCU Stony Point Bariatric Surgery office. Over the past month I have experienced many challenges and barriers to communication with the office. I have found myself very concerned and frustrated, until the day that I connected with Raushanah Ford.
On that particular day, I sent a message through the Patient Portal requesting that someone please call me. Around 3:45 pm, I received a call from Raushanah. She listened to me recount my experiences and frustrations. She was patient and kind and allowed me time to vent. She commiserated with me, letting me know that she heard every concern in detail. At the time of this original call, Raushanah did not have the information I needed, but she was committed to connecting with me and promised to look into the situation and return to me either by phone or through the Portal quickly.
On the following morning, I received an early morning phone call from Raushanah. She had been able to find answers to ALL of my problems. One example was that I needed a form completed by my PCP for over 3 weeks. Raushanah made this personal. She went out of her way and called my PCP office directly. She made a connection with a nurse there and facilitated the completion of that form immediately. She then was also able to get me scheduled for a needed X-Ray on that very day as well.
As an employee of the health system, I know how busy everyone is and how complex our processes are. I recognize how easily a patient can fall through the cracks. It was a day of great fortune when Raushanah entered into my situation. She is a STAR employee who went above and beyond for me. I am beyond grateful for her care and STAR service.