Blogs

June 1, 2012 -- CEO Mailbag

Jun 01, 2012 by Marc Strode, CEO
Folks,
Well heck, I couldn't let the mosquitoes be a downer to end the week, so let me share some good cheer about some of the things going on this week at VVRMC.

The first letter was received May 24 and was from a patient that ened up at Methodist where cardiologists there put several stents into his heart.  He was writing to Linda Shin, from our Val Verde Health Clinic and Urgent Care Center.  She saw him first here in Del Rio at the clinic and despite initial EKG and X-rays looking "ok", she was still suspicious and referred him to Dr. Osorio who then got him to SA for intervention.  He closes his letter with the following:  "I commend you (Linda) for your pursit of the truth, as that commitment saved my life.  You have my utmost heartfelt appreciation."  Linda--outstanding call and I commend you on your effort and as always am greatful for the care you provide to our patients.  Keep it up!

The second letter came the next day, May 25.  it was from one of our visitors from Eagle Pass.  They went out of their way to say how "very pleased" and "impressed" they were with VVRMC and "plan to spread the word in Eagle Pass".  Their friend had been in the hospital for about a week, and they had nothing but great things to say about the care in the ED as well as on the Med/Surg unit.  They singled out Monica Partida as being a rock-star nurse who really stood out in their minds.  This person mentioned that Monica made a point to come by and "check in" and say "hi" even when she wasn't assigned to the patient.  Wow!  What an impression that makes!  They raved about the ED and their experience in radiology.  They closed by saying "everyone here speaks to you, and we're not used to that (at other hospitals).  It's SO NICE!".  To Monica and the rest of the team that took great care of our friends in Eagle Pass, Hip, Hip, Hooray!  Outstanding work my comrades!

And finally a note from May 29 from a family member regarding the care of their mother by Margie in radiology.  The family member articulated to us that Mom was really scared to have the test, but that Margie put her mind at ease and that the best part was "her (Margie) friendliness and kindness."  Margie, I know this is probably about the 100th compliment you've gotten that goes like this because I see it all the time the passion, genuiness and caring in your eyes.  Don't ever let up!  Even when chips are down, stay the course!!!!  Sometimes the outcome is more far-reaching than you could ever imagine!!!

It's fitting to share these 3 stories coming off a May where we saw our patient satisfaction as high as it's been all year.  I'm so proud of that and hope that you are, too.  It's great to be recognized for doing great work, and I want to make sure you guys realize that in May, we did a great, great job at the bedside.  Congratulations on the super scores!  The final scores ought to be out in a week or two and we'll get those posted on the units.  Let's follow May up w/ an exceptional June and finish our fiscal year exceptionally strong. 

Also, I want you to know in an effort to suppliment our formal patient satisfaction survey process, we are now more-focused on discharge phone calls, adding 200 more calls each week to the ones we were already doing.  The outcome of those 200 calls get posted to the Directors daily so that we can reinforce the great behaviors and know, real-time, where we need to keep fine-tuning.

Keep the Spirit,
Marc