What our patients and families are saying
Wednesday, October 3, 2007 - 12:32
This section features heartfelt letters which the MCH has received from patients and parents
July 30, 2007
To Whom It May Concern:
I am writing to express my sincere appreciation to all the personnel including the physicians, nurses and support staff that we came in contact with in the emergency room of the Montreal Children’s Hospital. On Tuesday, July 17, 2007, my granddaughter, Margaret Ann “Maggie” had an unfortunate accident at the Granby zoo which caused a significant injury to her finger necessitating the need to travel to your emergency room for treatment.
Following our arrival, Maggie and her parents were given the support, care and consideration in providing treatment to a frightened little girl and a very apprehensive family. The personnel who assisted us in registering and dealing with insurance coverage were very helpful. The radiology department staff was very supportive and caring to Maggie. I was impressed with the focus given to assisting Maggie through this ordeal with as little emotional scars as possible. An activity therapist worked with Maggie showing her what she was going to experience. She provided books and movies to distract her during the several hours that we were there. Time was taken to prepare the needle insertion site by applying medication to numb the area. Additionally, there were grave concerns by Maggie's parents in regards to subjecting her to conscious sedation. The ER surgeon took the time to discuss the treatment plan by telephone with Maggie's aunt, a physician, located Pittsburgh, Pennsylvania. This conversation provided the support that Maggie's father needed to feel comfortable in giving permission for this procedure.
As an individual who has been in health care for over 30 years, I was extremely impressed with your hospital personnel's willingness to go the extra mile for our family. Whenever you are in a different country, unaware of the medical system, it can be a very frightening experience. It demonstrated to me how vulnerable patients and families are in unfamiliar circumstances. In my position as President of the University of Pittsburgh Medical Center's Home Health organization, this experience demonstrated to me the responsibility that I have to ensure that the level of care that is provided to our patients meets their needs and expectations.
Please extend our sincerest thanks to all the individuals who we came in contact with. Too many times health care personnel only hear the negative comments and complaints. I want them to know that their efforts were recognized and appreciated.
Penny S. Milanovich
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