November 2023 – “compassionate and informative”

A recent patient commented on the great service he received from Patient Billing/Services Rep Daja Moore:

“She was very understanding of my current situation while also being informative and providing excellent customer service and compassion. I would like to see more people of her caliber, and for her to be rewarded for her outstanding work”.

October 2023 – “forever grateful”

A grateful patient shared the following note following a visit with head and neck surgeon Jason Rich, MD:

“Top notch, professional people run this office. Dr. Jason Rich has saved my life and I am forever grateful to him. I consider myself very blessed to have been referred to Dr. Rich to take care of my skin cancer.”

Sept. 2023 – “explains things in a very non-doctor way”

The following comment was received from a grateful patient following her visit with Allison Ogden, MD:

“I love this doctor. I wish all doctors were like her. She takes her time with you and listens and answers all your questions. She does not rush her way through. And, she explains thing in a very non-doctor way.”

August 2023 – “Incredible, kind and compassionate”

Dr Menezes,
I cannot describe how thankful I am to have met you today. You were nothing but incredible, kind, and compassionate. Your empathy and kindness just shined the entire visit. I’m so so thankful, that by the grace of my God, your god, whoever!!!, that we got you for our daughter. I hope your staff and nurses and other patients (parents) can see how amazing you are. Even our son said “Wow mom! She was so nice and sweet. If I ever need my ears looked at, I want to go to her!” I have a large village of mamas with special needs kiddos, and I have reached out to multiple of them, already, to see if they can get in to see you. It is rare that a specialist listens and acknowledges a parent’s point of view. We know we don’t have the education you do. We know we don’t have the medical knowledge that you do.  But you listened and you were so kind and easy to be around! I just wanted to make sure you know that you made my day just by being you. 

2021 – We made the best of it

Dear Dr. Schneider,
Just a note of thanks for your kind, compassionate care of ALL of us during our stay in St. Louis. You are a standout star and we hope you know the difference and impact it makes in your patients’ lives. Keep fighting the good fight – you are winning it!
With warm wishes,
Chris, Megan and Grant

Actions speak louder than words

Sometimes actions speak louder than words. After Keiko Hirose, MD, performed two cochlear implants on one of her pediatric patients this year, the patient’s mother was so happy her child had been given the gift of sound that she made a hand-painted plaque and some truly inspired designer cookies as a thank you.

“I am not throwing away my shot.”

My graduation “ceremony” was virtual this past May (I finished in Dec 2020). We were all able to submit a photo and a short message.

I wanted to share my graduation slide since it included a message for Dr. Jackson. Not sure if he’s a ‘Hamilton the Musical’ fan or at all familiar with the show, but I wanted him to know that I am so grateful for his care, steady hands, and advocacy in my cancer battle. I attribute him with giving me a second chance. Affording me the gift of continuing to speak clearly and sing.

It was a mere month or two following completion of radiation in 2018 before I decided I needed to do something important with my life, something challenging, exciting, exhausting, and fulfilling. I applied to DePaul’s Masters in Education program, got accepted, and moved my life to Chicago. I worked full time while a full time grad student for 2.5 years, finished near the top of my class, and loved every second of it.

Within four months of graduating I got a short term job offer and was then offered a full year regular position contract for this school year at the #1 school in Illinois, top 5 in the country for public schools. I’m teaching some of the brightest high school minds. I’m utterly exhausted and simultaneously on a never ending natural high. I would not be here without Dr. Jackson. So I just want him to know that I’m not throwing away my second shot. I’m doing something I’m good at, something I believe I can make a difference doing, and something I look forward to every morning. So…thank you (all of you at Siteman). Truly.

Mrs. Howard

“Jackie is very good at her job.”

“Just wanted to share with you that Jackie Pinkerton is very professional and wonderful.  This is a lady who clearly cares about her job and her patients.  She takes time to answer questions and explains things to me that I do not understand.  You just don’t find that too often; so many assistants just hurry up and don’t take time to figure out what is needed.  Jackie is very good at her job”.

“You helped just as much as the devices.”

Audiologist Carolyn Bequette, AuD, recently received a note of gratitude from a patient:

“You don’t even know, or maybe you do, how close I was to a nervous breakdown that day, and you were so patient and kind with me and my frantic feelings.  You helped just as much as the devices.

Thank you again for everything.  Knowing ahead of time that hearing aids actually did make a huge difference made it easier to get permanents, and I will forever be grateful for your kindness and understanding!”

“Today is a far, far cry from where we began.”

This note is about Doris Day and all the other caring and compassionate staff we have encountered at Barnes Jewish Hospital.

Our journey with Barnes began about a year and half ago and continues to this day, so our observations are consistent, current and fresh.  Each trip to Barnes begins from Springfield, MO and that was the case on the first occasion when we encountered Doris.  Following a myriad of misdiagnoses we were referred to Barnes as a last resort by a local physician who knew things were rapidly deteriorating but lacked the capacity to put things right. 

We’re certain that what comes next is familiar to all of you; but, we were in uncharted territory and did not know what to expect.  Kurt was unable to speak due to what turned out to be tumors at the base of his tongue – he was in extreme pain – and was weak and way below his normal weight.  Given the travel, the frustration and the unknowns, it would be an understatement to say we were a mess!

And then we met Doris … our very own gift from God that day, but it didn’t stop there.  There was Dr. Zevallos with a precise diagnosis and an immediate referral to Dr. Adkins who accepted Kurt into a clinical trial and a whole series of events that resulted in a treatment plan and a regimen that is now stable, consistent and predictable.  Today is a far, far cry from where we began. 

This note is prompted by a very recent encounter with Doris.  Just the other day we were at the CAM for an appointment with Kelsey Rosenquist, your wonderful speech expert who has a big vision for what Kurt can accomplish with his speech and swallowing.   There Doris was, complete with her caring, competency, patience and positive attitude and, this time, she was a little bit more fun. 

Marketers would say that she is “the face of the brand” because she reflects the attributes of all the wonderful people we have encountered and who continue to serve so well in both the little things and the big.

So, we’ll just say, Thank you, Doris, trusting that when we say that, you know that we are thanking your entire staff and volunteers.

Edith and Kurt Engelbrecht

“Positive outcome by far”

Craig Buchman, MD, FACS recently received a kind note from a patient with rare adult Auditory Neuropathy Spectrum Disorder. The patient wrote: “I just wanted to drop you a quick note and say “thank you” for everything. Although I know it will be a long process, this first month has been life-changing and that’s all because of you. A positive outcome by far, and I am looking forward to the next chapter in my life. If I can be of assistance in any type of research, I would be more than willing. 

Again, thank you for everything that you have done. I couldn’t have asked for a better doctor.”

Youth requests church donation to OTO

Dr. Andrew J. Drescher with Klayton and Karter Clark.

“You know you have a good doctor when he can make you smile and let you ugly cry on his shoulder,” wrote Sarah Clark about Dr. Andrew J. Drescher . “He has taken such good care of our boys and us!” Dr. Drescher and the audiology team at Children’s Specialty Care Center have cared for Clark’s sons Klayton and Karter for 10 years.

Once a year, the youth at Clark’s New Prospect Church vote to determine where the offering will be given. Thirteen-year-old Klayton proposed Children’s Specialty Care Center ENT/Audiology, which then won the vote. Thanks to all the Clarks and New Prospect Church for the donation!

“You guys are heroes to me”

“The doctors and nurses at St. Lous Children’s Hospital are magicians and make kids and parents feel comfortable,” said the mother of Russell, a recent surgery patient of Drs. David Molter (ENT) and Jessica Pittman (pulmonology).

“You have no idea,” she wrote. “You guys are heroes to me. Russell thought the whole thing was sorta fun. My mom asked were you scared, and he said ‘nooooooo’.”

Exceptional efficiency and compassion

We recently received a note from a patient’s son regarding service provided by Michele Ferraro, our manager of scheduling .

“I just want to let you know about the exceptional efficiency and compassion that Ms. Ferraro provided to me in expediting care for my Mom with Dr. Cameron Wick’s office today. Ms. Ferraro is a great reflection of the high standards of Wash U’s Medical Center.” Great work Michele!

Note of gratitude

A patient recently sent us a note of gratitude about our Clinical Nurse Coordinators Lisa Shoemaker and Emily Peck:

“Thank you so much for your kindnesses and extra efforts to help us and try to find solutions for our many questions and issues. It seems each time we come … there are so many things — and you both are very patient and very caring towards us. It is so appreciated. This is such a hard time for us and your help and concern makes such a difference. Thanks again.”

Duty above and beyond

A patient’s husband recently sent a note to the department praising Angie Moeller, Patient Billing Services Rep II.

“I am writing to compliment you on your excellent choice of an employee named Ms. Angie Moeller. Recently I made an appointment for my wife to have hearing tests at CID and Ms. Moeller not only brought a wheelchair to the parking lot for my wife, but insisted on pushing it to the building and to the office; then when the testing was finished, pushed it back to the car. And she has such a pleasing personality. You are fortunate to have such an excellent person in your employ.”