Last week I got a letter from Crouse Hospital. It was addressed to “Dear Patient” and was co-signed by Nancy Williams, head of Patient Relations, and Betty O’Connor, director of nursing.
The letter invited me to dinner on Thursday, April 10, because I was “a past recipient of Medical-Surgical care”; the purpose was to discuss the care provided on 5 South.
It would be a focus group of 10-15 women, first-come first-included. After we had dined and focused, we each would be given a complementary $75 gift card for our time and travel. We were asked to RSVP to a secretary in Administration.
I RSVP’d within minutes of receiving the letter, then sat back and waited for them to renege on the invitation. I believed that the letter had been sent out to random patients and that they didn’t want to hear from me specifically. I wondered how long it would take them to realize who they’d invited, and who would dis-invite me, and what reason would be given.
Meanwhile, I reflected on the reasons why my experience on 5 South had been so bad, what priorities I would ascribe to the problems, and what solutions I could recommend. I was hopeful that Crouse actually wanted to learn from their patients. I am far removed from the horrendous 104 days I spent on 5 South, and have benefitted so much from the alternative therapies I instituted that I was prepared to be helpful, not vengeful.
This morning the dis-invite call came from Nancy Williams. The reason given was that 5 South is mostly a surgical floor and the focus group was intended for post-surgery patients.
Do you believe her?
I don’t believe that Crouse Hospital could write a letter intended solely for post-surgical patients and not mention that in the letter. And why would they only want to know about the nursing care for surgical patients? Don’t us medical patients matter?