A Note From A Satisfied Patient

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Donna Sandoval copied  me on the following note she sent to Jill Scheffler, Director of Outpatient Surgery : Jill, I received a call tonight from John (last name omitted to protect patient privacy) . He stated he has been at KSB 3 times in the past 6 months for various reasons. His most recent visit was today for an outpatient procedure. He stated that he had a “wonderful experience” and wanted to let someone know. He went on to say how everyone he came in contact with was pleasant and nice and especially liked how everyone called him by his … Read More

Improving The Patient Experience One Person At a Time

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Improving the way our patients experience healthcare happens one interaction at a time. I recently was forced to see a non-KSB physician. At the reception desk the greeting I received was this: “Name?” Not being the sharpest tool in the shed it took me a moment to realize this was a request for information. I replied and she followed up with this: “I’ll get you bedded in a few minutes. We’re swamped and don’t have enough staff… Doctor is running behind.” How do you think my anxiety level was doing at this point? First of all I didn’t want to … Read More

Drs. Welty, Iyer and Jain and KSB Nurses Get Rave Reviews

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I want to share this letter Darryl received that mentions KSB’s wonderful physicians and nursing staff. These people make KSB the Best Place for Patients to Receive Care. – Dave Dear Mr. Vandervort, I wanted to take this opportunity to let you know how happy I am with the services and care my mother, Wilma Price, has received over the years.  Several years ago she had a pacemaker put in.  The people in the cardiac unit were great – very professional and caring.  Dr. Welty was her primary care physician.  Her short term memory was not good at all and … Read More

Exceeding Expectations

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On February 25th KSB Management spent the day in a training session at the Comfort Inn.  We call these our Leader Development Institutes (LDI’s)  One of the sessions was a Q & A.  I invited all of our leaders to ask any questions that were on their minds.   Dave Ginn, Information Systems Director, asked the following: “We’ve spent much of the day talking about exceeding expectations.  What can we do to exceed your expectations?” Great question Dave.  Here was my response: “At the annual employee meetings my presentation centered on KSB continuing its journey towards being the best hospital in … Read More

Emergency Department Receives Praises

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The following is an email I received through The Pulse. It is being shared with permission from the author. – Dave I wanted to take a moment to write you a note regarding a recent visit to the ER. My wife and I were in a bad accident on Monday night near Dixon due to the weather conditions. Our car flipped thanks to black ice and both my wife and I were injured with my wife sustaining the worse of the injuries. I must tell you that being in a strange location, hurt and not sure of anything – your … Read More

Sign, Sign, Everywhere a Sign

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I invited Aaron Fox to share some information on the new signs you see dotting our walls, and how we still have an opportunity to go the extra mile for our patients. – Dave Aaron Fox (Director of Safety and Property Management) By now, I’m sure you’ve noticed all the new signs throughout Commerce Towers and the hospital.  Over the past year, we’ve worked with ASI, a professional sign maker, to create and install new directional and informational signs across every corner of our main campus. We started with the large outdoor signs at intersections to help patients and visitors … Read More

Showing We Care

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I received this note from a friend on Thanksgiving Day. Thanks to all of you for showing your professionalism and compassion for our patients and their families. – Dave I’ve been meaning to send you a note for over a week now. I thought this Thanksgiving Day would be appropriate to finally get it off. As you may know, my grandpa passed away last week after trying to recover from his hip replacement. The care and compassion shown by your nursing staff and professional staff during this time was more than I could have ever asked for. From the ER, … Read More

Kindness makes a difference at KSB

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I received this great letter from Jenn Soltow and wanted to share it with you all.  It reminds us that kindness is the thing patients and their families remember more than anything else. Thanks for sharing your story Jenn! – Dave Dave, On Oct 20th, I brought my son to the ER with a migraine headache, once here Dr. Hayat ordered a CT scan to rule out anything abnormal in the brain, unfortunately the CT scan came back with a possible abnormality, which turned out to be okay. Dr. Hayat was very kind and explained our options. Since MRI was … Read More

Why is KSB the Best Place for Patients?

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We had 23 comments and 8 ratings for “What makes KSB the Best Place for Employees to Work”, and I’m hoping for the same kind of success with this one. Congratulations to Mary Sanders, whose name was drawn from among those who commented, as the winner of a $25 gift certificate to the KSB Gift Shop! Here’s this week’s question: What makes KSB the Best Place for Patients to Receive Care?   

Amy Hilliker Is What’s Right at KSB!

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Carol Gugerty gave me this story about world-class care at KSB. It’s simply too beautiful to keep to ourselves. While rounding this morning I was stopped by the daughter of one of our patients. She told me that her mother, Evelyn, was admitted to our ICU department earlier this week after being ill at home for the last few months, in fact too ill to go to her hair dresser to get her hair cut. Amy Hilliker kindly admitted and took care of her.  Our patient commented to her daughter that when she was able, she wanted to have her … Read More