I was exceptionally impressed and I have a high standard of expectation. You should be very proud of this department!

Linda Quinn, nurse manager on her experience as a patient

To the CEO of Methodist Health System, Steve Goeser:

I had an endoscopic procedure at Methodist on May 11th. I want to share some information regarding my experience.

I regret I do not know names but will appreciate if the manager of this departmentt will look on my record for who cared for me and give them recognition for the exceptional care I received.

Just wondered if you have incorporated Studer principles and if you have it was well worth the investment as all staff is well versed in customer service.

Admitting:

  • The gentleman at the main desk welcomed me immediately and said it would be no more than 15 minutes
  • He was friendly and welcoming. Introduced himself.
  • It was only about 5 minutes before registration called me to the desk
  • Registration staff was thorough and explained the process
  • She walked me to endoscopy, didn't just explain where to go

Nurses:

  • Very friendly
  • Explained everything well
  • Introduced themselves
  • Looked professional
  • Demonstrated teamwork between the two of them
  • Explained they were doing things for my privacy
  • Managed up and gave positive comments about my Dr. and anesthesia staff

GI lab staff:

Little recollection of this due to anesthesia but all were friendly

Anesthesia:

  • Most friendly, nicest person I could have had
  • Explained everything so well
  • Said he would take good care of me
  • Gave me complete confidence that I was going to be well cared for in the procedure
  • Gave me the feeling he was very competent in what he does

You are lucky to have him on staff.

After procedure nurse:

  • Exceptionally nice and friendly
  • Excellent discharge instructions
  • Caring
  • Introduced herself

Dr Michael Schafer:

  • Explained everything well
  • Was highly spoken of by staff
  • I felt confident in his abilities and knowledge

Miscellaneous:

  • Everyone I came into contact with introduced him or herself
  • All dressed professionally
  • All were friendly and caring

I was exceptionally impressed and I have a high standard of expectation. You should be very proud of this department!

Respectfully,

Linda Quinn 


Editor's Note: Linda Quinn is a nurse manager in Harlan, Iowa. After we received this letter of thanks, we spoke with her and she elaborated on her experience in an interview.