I work for Excela Health and have for the majority of my career. I admit that I am a tough critic, and I expect the highest level of service and care especially when it is related to my family. Last October, I was out of town at a work conference, and my husband alerted me that my mom was having some GI issues. He took her to her PCP who then admitted her to the 2D unit at WH. My mother was extremely dehydrated and required a higher level of intervention that was not achievable in the outpatient setting.

When my mother was admitted, I was informed of her treatment plan via telephone through the Hospitalist. I was put at ease through the push of information from the team. I returned home one day after her admission and went directly to her room. Upon entering the 2D unit, I knew something was different. The environment was calm and controlled. Nothing was out of place or in disarray. As the next few days came and went I experienced more and more wonderful examples of teamwork and professionalism on that unit. Everyone, and I mean everyone, knocked and asked permission before entering the room. Everyone who came in contact with my mom introduced themselves. Everyone made a positive patient identification before proceeding with medication delivery, blood draws, and even food tray service. The unit was quiet and peaceful. The entire team: EVS, FANS, Nurses, Technical partners, Case Managers, Escorts, Phlebotomists & Physicians worked in a collaborative manner to take care of my mother.

The best way to describe the setting from a family member's perspective is this: My husband (the Saint) and I had no reservations leaving my mother at the end of the visit. We knew she was in good hands, we knew that she was getting the attention she needed and we knew she was being treated with dignity and respect. Most importantly, we knew she was going to be SAFE.