Letter to the Editor: A VIP at KSB

Reading today’s newspaper will bring a big smile to your face. Once again, it’s the people at KSB that make every patient encounter special. Enjoy the story shared by a recent patient in the letter below. Thank you for always providing excellent patient care!

– Dave
 From Sauk Valley Media, originally posted on saukvalley.com:
Hospital provides ‘VIP’ care 
Pat Breeding, Dixon
I spent the last 56 years of my life in California, moving to Dixon just last year. My wife and I were both professionals, with her working as a health care executive with a major health care chain in northern California. Needless to say, when I required health care, I got the full VIP treatment, essentially the best service and doctors available.

I honestly had reservations about moving to Illinois, and especially Dixon, primarily because I believed bigger was better with respect to health care. In fact, for the first year, I flew back and forth to California to make sure I continued to get top-notch (VIP) health care.

However, logistics and convenience soon found me requiring treatment in Dixon at KSB Hospital with KSB doctors. To be truthful, I had some serious reservations about health care in Dixon.

At my first KSB appointment with my cardiologist, he was on time (not so in California). He also sat down with my wife and me and showed us charts, graphs and explained virtually everything we asked plus some. We never, ever felt rushed. I learned more about my condition in that visit than I had in 20 years with my condition.

I was referred from there to a general practitioner for routine follow-up. The referral was made for me, insurance information passed on, and an appointment made. Oh, my gosh – where are we? That doctor treated us the same way – prompt, professional, and his staff called in my prescriptions on the same day. Needless to say, by now we were in total shock.

A few weeks later, I required a hospital outpatient visit and went in to be registered at KSB. When I entered the door of the hospital, I felt I had lived here all my life. Hello, good morning, how are you, can I help you find some place or someone, echoed through the halls.

Who are these people, and do they really like what they do? Could it be possible that health care at KSB was better than California? Is there such a thing as Midwest pride?

Then I met the nurses. In California, they could be a pretty gnarly group, reeking with entitlement and quick to tell you what their job wasn’t. However, KSB nursing, radiology, nuclear medicine, housekeeping, administration and every other KSB person we met amazed us. Pleasant and professional, and what seemed to be a genuine love for what they do, and the folks they do it for.

To top it all off, after my procedure, I was hungry as heck. A nurse went and got me a box lunch. In California, I would have been given an address of McDonald’s, if that.

My wife and I are very perplexed at how KSB has done this amazing job. But I now feel I am truly a VIP. The other good news is that everyone else seen by KSB and its doctors is, too.

Note to readers – Pat Breeding is retired after 30 years in senior project controls and risk mitigation in a construction management environment.

  • Doris
    Posted at 01:04h, 12 January Reply

    I sure enjoyed reading this article this morning and couldn't wait to share it with family, friends, and co-workers. I am so happy to be part of this team/KSB Family! Little things do matter a smile,a hello, etc. Way To Go KSB!

  • Anonymous
    Posted at 19:07h, 13 January Reply

    This is a wonderful compliment to KSB. So why are we continually making changes to be like other hospitals, when we are already the "best"?

  • Jason
    Posted at 19:44h, 13 January Reply

    Being the best means you don't sit on your laurels. Changing will not make us like other hospitals, but allow us to sit out in front of them.

  • Anonymous
    Posted at 08:09h, 15 January Reply

    I agree with the comment left by "Anonymous". If the work we're doing here at KSB places us within the top 10 percentile of satisfied patients, why would we conform to things that the lower 90th percentile are doing? I'm proud of the work I perform here, and proud to be a member of such an elite group of caring people! We should think very, very hard before making dramatic changes to the way we're already doing things. Not to say that there isn't room to do it even better…just that we should take care not to follow along with other healthcare facilities' policies just because they're doing them. KSB is a leader in quality healthcare, not a follower.

  • Nick Ponsones
    Posted at 13:50h, 16 January Reply

    We should keep in mind that the changes that KSB is going through are more like improvements. It would be a disservice to everyone involved to perceive it as "change for change's sake" or worse, an attempt to conform to "acceptable standards".
    That said, we get kudos,and we get complaints. Hopefully, we see the complaints as a challenge to improve our services.

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