1. February18, 2014
Dear BrianSmith:
Inotice thatthe familyof yourpatient,IvyLannaman,requesteddonations
be made to OhioHealthHospice inthe obituarypublishedinthe Columbus
Dispatchtoday. She diedon Sunday,February16 afterabout 2 monthsof
hospice care.
In my judgement, to have a family ask for donations means that they
perceive the care to be far above and beyond anything the family
expected.Businesswouldcall it'customerdelight'.
Althoughourfamilysurveydataisimportant,Ithinka requestfor
donationsmeansthatthe satisfactionhastohave risento a whole
differentlevel.Thinkaboutit—torequestadonationforthe hospice
meansthat the familythinksthisismore importantthana lifetime of
associationswithchurches,communitygroups,orfavorite charities.
Therefore,aspartof yourteam care,you musthave gone above and
beyondourgenerallyhighstandardstogive exceptional,personalizedcare
to thispatientandfamily.Icouldn'tbe more proudof yourwork and to say
youare a memberof ourteam.I'm justwritingtosay thank you—notjust
on mybehalf,butonbehalf of all those people inourcommunitywhowill
knowbothfrom whatthese familymemberssay,andfromwhattheyread
inthe paper,thattheycan expectexceptional care fromourhospice staff
like you.Inotherwords,theiranxietylevelswill be alittle lower,their
willingnesstotrustthe hospice a little higher,because of yourworkonthis
case.
VP MedicalAffairs,Hospice