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"Best, Most Personal Care Wins Over New Patients"

Ron R. has had a number of outpatient surgeries over the years, but his procedure on March 26 was his first experience with St. Charles Mercy Hospital. Ron and his wife, Cathy, live in LaSalle, Mich., so St. Charles is not the closest facility for them, but when Ron required an urgent kidney stone lithotripsy, St. Charles had the earliest opening.

“Our entire experience was just wonderful,” Cathy said. “It was very easy to find our way to Outpatient Surgery, which was conveniently located. They went over all the information with us, and within 10 minutes of our arrival, the anesthesiologist came to talk to us. We expected long waits, but everything moved along quickly and smoothly – we never waited for longer than 20 minutes. The staff was very friendly. They were professional, yet they still let their personalities shine through – you don’t always see that in a healthcare setting.”

Ashwin Shah, MD, performed Ron’s surgery, and Ron and Cathy were both very happy with the care and service they received from him and from St. Charles’ staff.

“Dr. Shah is a wonderful man,” Cathy said. “And everyone we came into contact with, whether it was the medical staff or the custodial personnel or just people we met walking through the halls, was prompt, thorough, genuinely caring and friendly. They treated us like family. We were also impressed with the facility. The lobby is just beautiful and has such a warm, welcoming feeling, and every area of the hospital we saw was spotless. The seating in the waiting room was comfortable, and the lady in the waiting room was very friendly, as was the nurse who discharged us. It felt like we knew her – like she could have been our neighbor. You get good care most places you go, but you don’t always experience that kind of rapport. We just felt we had exceptional care.”

Ron and Cathy received a card when Ron was discharged, signed by all of the staff members who had cared for him. They also received a bottle of water as they were leaving, which Cathy said sent the message that “they care about you and your comfort even after you leave their hospital.” Already happy with having received the best, most personal care throughout their experience, they were pleasantly surprised a short time later to receive a thank-you note from St. Charles in the mail.

“That thank you in the mail just put them right over the top!” Cathy said. “We know how busy they all are taking care of their patients and that this type of thing takes extra time out of their day. It’s the little things like that that make the difference.”

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