An Open Letter to Longmont United Hospital

Today I mailed a modified version of this letter to the Longmont United Hospital's Chief of Staff, and I wanted to post it here, as well. I don't hesitate to bitch and moan in this forum when things and people piss me the Hell off, so I think it's only appropriate to publicly acknowledge institutions and people when they step up and provide exemplary service.
_______________

I wanted to take a moment to compliment you and your hospital on their outstanding performance during my Mother’s recent stay at Longmont United Hospital.

My mother had been experiencing increasingly severe pain as a result of a bulging disc between L4 and L5. She had upcoming appointments with a palliative care specialist and a consultation scheduled with Boulder Neurological Associates, but on January 12^th, the pain had become so severe and unmanageable I took her to the Emergency Room on the advice of her on-call General Practitioner at Longmont Clinic. Upon our arrival, your staff swung into action, admitting her for observation in order to provide a pain management plan and a neurosurgical consultation sooner than her scheduled appointments two weeks away.

Dr. Nelson was the neurosurgeon on duty, and on Sunday, January 13^th, after examining her diagnostic tests, he determined that an L4/L5 fusion was the recommended course of action. After discussing the recommendation, we scheduled the surgery for the following day, Monday, January 14^th.

From the time she was admitted on January 12^th until she was released from the Transitional Care Unit on January 24^th, the care my mother received at your hospital was exemplary. Your staff demonstrated a sense of urgency in providing her with short term relief to her debilitating pain in addition to providing the long term solution she needed to get on with her life. Your staff accomplished more in 16 hours than we had been able to do in the previous 60 days of outpatient care, and for this we are profoundly grateful.

I would like to call special attention to your wonderful nursing staff. During my Mother’s stay, she was assigned to the 5^th floor (pre-surgery), the 4^th floor (post-surgery), and the Transitional Care Unit. In every location, the nursing staff was incredibly responsive, patient, kind and conscientious. My Mother never had to wait for assistance to get the restroom, or for a pain pill, and I know that is not the case in every hospital. Such a dedication to the comfort and well-being of the patients under your care speaks well of the cultural norms at LUH, and how well every member of the nursing and OT/PT staff embodies that culture.

As a family member who was acting as my Mother’s health care advocate, the professionalism and attentiveness of your staff allowed me to leave her at night with a clear conscience, knowing she would be well cared for. Not all hospitals inspire such confidence, and it’s entirely due to the efforts and work ethic of your amazing staff.

Our experience at Longmont United Hospital provided an important lesson – that bad events don’t have to lead to bad experiences, and you and every member of your staff should take pride in personifying a level of care and compassion that other hospitals only aspire to. Thank you.