Undercover Boss At Meadowlands Hospital
Experts say one unsatisfied customer tells his unfortunate experience to at least 12 people. They share the story to 5 or more people. On average, an unhappy customer has an audience of about 72 people. When 8 patients are unhappy about their experience, 576 people will hear the negative word of mouth. It is my goal to spread the news of one ecstatic customer just as far.
Unfortunately, a lifelong friend of mine needed surgical and pathology services yesterday. Fortunately, he came to Meadowlands Hospital.
As he walked in alone, Maria from Pre-Op introduced herself and whisked him away. Without being asked, Maria linked his arm in hers and took him to where he should be going. I was so grateful for that small (Huge!) act of kindness. Awhile later I checked in on him. Antoinette (Toni) was sharing family photos with him, and being the same age, they were listing the nightclubs that had visited in the ‘80s.
Later on I was in the O.R. hunting down a surgeon whose signature I needed while my friend was being cared for. Like a fly on the wall, I got to witness the cooperation and camaraderie among the Endoscopy staff without them knowing I was there. Disguised in scrubs and a mask, I watched from a distance.
The colonoscopy was experiencing some "prep" challenges but Dr. Sciarra forged forward with a colon-car-wash. He eventually found the elusive polyp and with Adrienne's help handing him snares, he successfully noosed it and removed it. With Erik assisting, Dr. Sciarra kept the staff connected with music during the difficult colonoscopy with his version of Name-That-Tune.
In between cases, my friend recovered with the gentleness and warmth of Erica in the PACU. She covered him with warm blankets and tenderness, assured him about his next surgery.
Later I watched from a dark corner as the O.R. team vacuumed and removed a lot of disease from his very enlarged, tangled and gnarly appendix. Dr. Miglietta was faced with a very unique situation but kept an unusually calm environment in the room. It's been many years since I worked in an O.R. but I distinctly remember surgeons turning into hysterical hyenas whenever something unexpected arose. Alfie retrieved and delivered anything he requested every time, no delays, and no mistakes. Dr. Miglietta's demeanor during a messy surgery remained the same as his everyday pleasant demeanor.
The pathology process was seamless as well. A frozen section was required and again there was no stress, or confrontations in the lab. All I witnessed were professionals at work, working together. Drs. Rimmer, Saitas and Rustia-Villa, along with Stanley and Chris accepted the specimen, readied it, and delivered the good news in a flash. Again, teamwork was very apparent.
My friend's recovery was so fast that he was released only a few hours after the surgery. He told me his nurse Krysten was "warm and fuzzy" and of course, he mentioned the food. He couldn't believe we referred to it as "hospital food". He also called the hospital "impeccable" referring to the cleanliness.
Last night I watched a TV show where a team could not work cohesively. They started to blame, complain and criticize each other, unaware how this was furthering the damage to their survival. A team is never valuable when "being right" individually is more important than succeeding together. A team is only valuable when every member can trust and rely on the other team members to do the right thing, every time. That’s what I witnessed yesterday.
Like an orchestra, every musician delivered harmony which was pitch perfect. Yesterday was my own UNDERCOVER BOSS episode. I will never forget yesterday and how proud and emotional I felt to work with you all. When I say I love Meadowlands Hospital, I mean I love you. Thank you, Lynn McVey.