Gratitude

Good morning.

Today, I’m excited to share a couple of notes of gratitude from patient families. Hearing directly from patients/families about positive experiences is the ultimate validation of a job well done; but also, many times it shows you are going above and beyond to make sure the people who come through our hospital and clinic doors leave feeling valued.

Like I’ve said before, we all know that being a patient in a hospital is on no one’s list of favorite things to do, but if treated thoughtfully and compassionately, our patients and/or their families can come away from their experience with us with a positive feeling. In the two letters below, you’ll see how this can make a difference and impact a patient’s loved ones – in this case, parents of a newborn and a mother of an adult daughter.

There are people and/or units named in these letters, and to them I want to express my deep appreciation. But they don’t act alone. The circle of faculty, staff, trainees and others who had a part in these positive experiences, while not having direct contact with the patient or a parent, is vast. No matter which area of the Medical Center you work in, we can all take pride in accounts like these.

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Sutton Bridwell

Born with VACTERL Association, a complex group of birth defects affecting multiple areas of the body, Sutton Bridwell started her care journey in our neonatal intensive care unit. Her parents, Dallas and Peter, felt so comforted and supported throughout her nearly two-month stay, which put her – and them – in a good place for her to transfer home last month to Connecticut and the care of Yale New Haven Children’s Hospital, they sent in the letter below.

Dear NICU 5th floor Green Team,

Thank you. Two simple words that will never be big enough to express how grateful we are to each of you.

As the light at the end of our NICU journey began to appear, we started to look back on all the countless ways you all have taken care of us. Sitting down to write a Daisy award for all those who have made our lives brighter began to feel overwhelming and impossible.

Every single one of you has brought us joy, greeted us when we walk in, comforted us, became a shoulder to cry on, made us feel at home, and most importantly, cared for our daughter.

Sutton, without a doubt, has received the best care here 

at UMMC. From the late-night photo shoots to the artwork, the sweet notes on our white board, and to all the people who simply stopped by to say hello, we could not have asked for a more generous, loving, and kind group of nurses, providers, and staff. Each and every one of you has listened, answered our questions, and supported us throughout our 7 weeks here. You can truly never understand how much we will miss you all, and as crazy as it sounds, how much we'll miss this place.

We know you all have set Sutton up for success, but going to another hospital in the next phase of her journey just won't be the same. I know that tucked away in Sutton's little noggin' will be the best memories of her first few weeks of life, all because of you.

We can never begin to repay you for everything you've done for us. You've shown us that Mississippi truly is the Hospitality State! We hope this very small token of our appreciation will give you the literal, and figurative, energy to keep going each day. To know how special you all are, and how much you truly make a difference in people's lives. 

We hope you'll stay in touch after we're gone, […] so we can come and visit Mississippi and the UMMC family again in the future!

With Heartfelt Gratitude,

Dallas, Peter and Sutton

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Nakia Banks

Gina Banks is a manager in the UMMC bookstore. Her daughter, Nakia Banks, 47, was having chest pains that turned into a cardiac event at our adult emergency department. Thanks to the quick thinking and care of Riley Olier, an ER tech, and others, Nakia smoothly made it through this scary episode. Gina sent the email below to the Office of Patient Experience to make sure the people who she felt were most responsible for her daughter’s care – and possibly life – were lauded.

I’m happy to now do that publicly. It’s deserved recognition.

From: Gina L. Banks
Sent: Wednesday, February 28, 2024 10:02 AM

To: Office of Patient Experience OPE@umc.edu

Subject: Nakia Banks

Feb. 20, 2024, my daughter drove herself to the ER with excruciating pain in her chest. She grabbed the first person she saw, which was Riley Olier.

She was hurting so bad and was so scared that she asked Riley please don’t let her die. She went into cardiac arrest and Riley jumped on her and pounded her chest until other help arrived.

By the grace of God and Riley, she was admitted to the ICU. RILEY visited her and stated her goal was to attend medical school. I know one day I among others will one day be able to say Dr. Riley Olier.

Thank you so much with saving my child. Others that were so instrumental in my daughter’s recovery Dr. G. Hernandez, Dr. K. Sandeep, day nurse Onsby Vinson and night nurse Shannon Warren with all my heart I want to thank them for not only taking care of her but making me and other family feel at ease.

She is at home resting and with God’s grace and mercy will continue to get healthier.

Thanks to all of UMMC Staff.

Sincerely
Gina Banks

I never get tired of reading these types of letters. They give me energy, and they should do the same for you. Your hard work and attention to details – especially those that impact the experiences of patients, families, students, colleagues and others – can elicit positive consequences. When presented with an opportunity, go the extra step. You’ll impress your co-workers and supervisors and maybe, likely, you’ll significantly influence someone’s view of UMMC. Patient and family letters like these are the foundation on which we will build A Healthier Mississippi.