Personal Thoughts About Good Medical Care

I would like to introduce my new right knee (on the right), and write a few words about the experience of total knee replacement.

What I found is that it is always the small things that really count.

When my orthopedic surgeon, Dr. William Sadlack, and I decided in August that my right knee had degenerated to the stage where I needed total knee replacement, we discussed a couple of hospitals for the surgery. Bill had performed arthroscopic surgery on my knee earlier in the year at Suburban Hospital in Bethesda, Maryland, and I liked the “feel” of the hospital. I can’t tell you why; I just liked it. So, Suburban was my choice.

While the nation’s healthcare industry has struggled to promote and brand itself, it all comes down to the intangibles of everyday human interaction – the small things – that count the most. It could be the first impression a person gets when they enter a hospital, how we see medical staff at all levels and doctors collaborate, the helpfulness we receive when we are lost in the maze of hallways and need directions.

Suburban Hospital has it nailed, starting with a nattily dressed gentleman who stands at the front desk (I am sorry I didn’t get his name), and who always intuitively knows when someone has a question. He skillfully gives guidance and a helping hand, all day long. I would call him the hospital’s ambassador but he is far more valuable. His positive energy is part of the intangibles that create lasting favorable impressions. That’s only the beginning at Suburban Hospital.

I hadn’t undergone major surgery in many years so maybe this is the style today … but before my surgery began, I met every member of the surgical team. Dr. Sadlack was there … I already knew his role as the finest orthopedic surgeon I’ve ever known. Everyone else explained their skill and their part in making certain my surgery would be a success. It makes such such a difference because I felt like I was among professionals who really cared. 

It was the morning after my knee replacement surgery that I got the most rousing confirmation that I had chosen well in selecting Suburban Hospital – I was awakened early to singing and watched two middle-aged nurses in the Orthopedic Unit – Carol Stephenson and Mary Anderson – dance into my room, arm-in-arm. For a moment, I thought my morphine drip was turned up a little too high. The song was something loud and cheerful out of the 60s, and I knew everything was just fine when Mary thrust a cup of coffee into my hand that she had brewed herself. Pure delight, and darn good coffee. I knew I was in trusted hands … I only wish I had video of their performance!

Then, there was the quiet professionalism of Jean Edmonds, who was always there during those early couple of days to help me after a surgery that had left me weak on my feet and needing a trusted helping hand. I will intentionally write the fewest words about Jean because he is the kind of capable and compassionate person who means the most to a patient after surgery. Cheers for Jean.

Lastly, and perhaps most important, I found that the healthcare professionals communicated with each other. Everyone always knew what was going on. They talked with each other, shared information, were transparent with patients and responsive to patient concerns.

So, those are a few words, now ten days after surgery. I am currently in physical therapy … and that’s another good experience. More later, though.

Filed Under: Featured • Personal notes • Reputation management

Tags: Healthcare • Suburban Hospital • Total Knee Replacement