A urology patient was scheduled for surgery on a Friday. While anesthesia was evaluating the patient, they saw internal medicine clearly stating the patient was not recommended for surgery due to cardiac issues. The patient and his daughter were not very happy because they felt he was recently cleared for surgery during an internal medicine appointment, and even had a medication plan.
The anesthesia provider asked Mr. Friddle to see the patient while they determined what to do. The provider then came into the room and explained to the patient that the appointment was incomplete due to non-clearance and internal medicine was not available at that time to provide input. As you can imagine, the patient and his daughter were very upset about the situation and wanted to go see the internal medicine doctor right away. Scott offered to escort them to the clinic and see if the issue could be resolved.
At the clinic, the doctor apologized for the confusion and explained to the patient why he was not cleared and he then placed a cardiology consult. The patient was adamant about seeing cardiology that day, so Scott escorted them to cardiology to assist in a positive outcome. The daughter was very upset and in tears as they tried to obtain an appointment. She didn't understand why it had to be before surgery, Scott explained the seriousness of surgery and why the cardiac issues had to be addressed. An appointment was scheduled the day before surgery, which helped the patient and his daughter calm down a bit. Scott, wanting to help, offered to escort them to their car, but they had forgotten where they parked! He assisted them in locating their vehicle and the daughter was tearful and thankful for all his personal assistance and persistence in obtaining information and appointments. The surgery was not canceled and Scott showed just what customer service and dedication are about here at Madigan.