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Patient Experience: The Staff's Kindness Was As Effective As the Medical Treatment

02/14/13

ED Staff 2-13-2012 newswideWhen Pastor Christine Moore, in severe pain, was wheeled into Crouse Hospital's Emergency Department at 3 p.m. on Feb. 11, she saw a very busy waiting room.

"To be honest, I didn't have high expectations for the experience," she says. "I figured I'd have to wait forever to be seen and couldn't imagine how I might be treated."

 

Any concerns she might have had, however, were quickly set aside. With an eventual diagnosis of a broken arm and wrist, Pastor Moore said she was treated almost immediately for her pain. "It seemed as though I'd been in the ED not more than five minutes when I received initial treatment for my injury," she recalls.

 

Yet while the medication soon eased her discomfort, it was the dose of what she calls "kindness" that really made her feel better overall. "I still can't get over how genuinely kind the doctors and nurses were, not just to me but everyone in the waiting room," she observed. "The staff in the imaging department also expressed deep care and concern over the fact that I'd been injured."

 

Pastor Moore knows exceptional care when she sees it. "I spent 25 years as a nurse, so I know what it's like. It's one thing to be professional on the job, but I've never witnessed that level of warm, genuine kindness," she says, adding, "especially to everyone in a crowded emergency room."

 

The spiritual leader of Enochs Walk Ministry on Cherry Street in Syracuse, Pastor Moore used the "Your Crouse Story" feature on this website to share her experience and thank staff. "Crouse will always be my first choice if the need for hospital care ever arises again," she wrote.

 

The Crouse culture encourages employees to provide care as though a patient were their own "momma." The authentic spirit and empathy staff exhibited, based on the pastor's observations, came from their own hearts. Thanks to all for being "simply the best!"

 

Door-to-Doc Emergency Room Time

As reported by Jim Mulder in a front-page article "Emergency Patients Need Patience" in the Sunday, Feb. 10 Post-Standard, Crouse Hospital has the lowest average patient wait time — 28 minutes — than any other upstate New York hospital. Chief Quality Officer Derrick Suehs (second from left), joined by President and CEO Paul Kronenberg, MD, and Chief Nursing Officer Ann Sedore, PhD, RN, thanked Emergency Room staff for this milestone achievement.

 

Read Post-Standard Article "Emergency Patients Need Patients."

 

ED Average Wait Times Chart - FB Size


Cheryl Abrams
Crouse Hospital
Communications Department
Phone: 315/470-7123
Fax: 315/470-7232
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