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August 1, 2016

Thank-you letters serve as inspiration to do even better

Despite the best intentions and the most professional efforts, no person or organization is perfect.

However, judging by the number of cards, notes and letters of thanks frequently showing up in our hospitals, it appears that patients and their families leave Marshall Medical Centers with an enormous feeling of gratitude for our caring professionals who give their best to treat them or their loved ones

The following letter written after a scary episode with her elderly mother is a sample of the heart-warming correspondence sent by a thankful patient:

“I would like to commend Marshall Medical on my 92-year-old mother’s experience there recently.

I brought her to the ER on a Saturday afternoon with extreme pain in her stomach. 

There was no one in the waiting room so they got her right in. The gentleman who triaged her was super nice and knew what he was doing. The doctor saw her right away and immediately put her on a morphine pump to help ease her pain.  He ordered an x-ray and CT scan and explained that she would likely be referred to a surgeon.

A surgeon came in on a Saturday just for her. 

By 7:10 that evening, mother had already had surgery and was in her room.  In six hours, we had diagnosis, treatment, surgery and admission.  It really couldn’t have gone any smoother.

Everyone we came in contact with from the ER admission to the surgery to the inpatient admission - the whole staff was caring and concerned and professional. The physicians were very compassionate and responsive and everything was so clean. And just when you think it can’t get any better, the doctor’s office called to check on her the following morning after her discharge to schedule a follow-up visit for her.

I couldn’t have been more pleased with Marshall North and our whole experience and I wanted to express my appreciation.”

Military veterans often have a world of experience thanks to living and serving all over. Their travels usually expose them to a variety of healthcare. When we receive a letter such as this one from a retired Army colonel saying Marshall Medical provided the best medical treatment he ever had, we really are moved.

“I would like to express my appreciation for the truly superb care I received in while in Marshall Medical for a colonoscopy and endoscopy.

The performance of each and every one on the team must be classified as outstanding in every respect. From start to finish each made a presentation of being a skilled professional with pride in the hospital and pride in doing the job well.

 At the same time every possible courtesy was extended to me as the patient. Every step was explained to me in detail and my understanding and comfort seemed to be of paramount importance.

As a senior citizen and a veteran I have had ample opportunity to undergo and reflect on the hospital care experience.  None have had the uniform level of excellence encountered in this facility.”

The following letter writer realized that healthcare is more than medicine and machines. Real people took care of her parent in a calming way that made the whole experience better for everyone involved.

“Customer service is huge to me. I always take the time to commend and not just complain.

My father was transferred to Marshall Medical Center North from the nursing home.  When he was discharged he was doing so much better. Thanks to the terrific doctors; they were WONDERFUL. They were so good to my father.   

While he was on the 2nd floor the staff assigned to him could not have been more kind. 

My father is usually very agitated, but he was very calm while he was in the hospital.  I am very grateful to everyone who helped take care of him.” 

Beyond basking in the glow of such feedback, these letters of gratitude serve as inspiration to all our staff to try even harder to be the best we can be. We want to provide world-class healthcare close to home, but we also want those we treat to remember us as friends and neighbors. Because we are. That, in itself, is thanks enough.