Everyone knows there is no guarantee in life other than death and taxes. I have a few more guarantees. I can guarantee that if anyone in my family gets sick enough to warrant an emergency room visit, it will be at night. I can also guarantee that if Andrew is working his shift, he will ALWAYS treat you with compassion, respect and a genuine concern for your needs. I can say that is a guarantee confidently. I am sure by now everyone knows my family is no stranger to USC Verdugo Hills Hospital. 5 years ago, we met Andrew when my husband had a concussion and was completely lost. Andrew was just about to leave as his shift was over, but stayed with us calmly talking to my husband who was clearly confused. Andrew knew something was going on and just having him there patiently answering my husband's questions, the same questions, over and over again was a huge comfort. Fast forward a few months, my daughter was sick and having difficulty breathing. No one….I mean NO ONE could get her to wear a breathing mask. Andrew just walked into the room and made her believe she could be an astronaut and she kept the mask on for a few minutes.
A little over three years ago, I had to be taken to the ED because I was 9 weeks pregnant and started hemorrhaging. I knew I was losing the baby. I had a feeling the physician and my nurse thought so, too. I remember it clearly, my nurse put her hand on my shoulder and said "I'm sorry" even before I had an ultrasound. Andrew came in to start an IV, and he didn't look at me with the same pity the others did. He looked at my husband and me and said, "stay strong". Funny how two simple words can have such powerful meaning. Where I and others ruled my situation out, Andrew's words were a ray of sunshine. 6 months later my son was born. My son was a preemie and had a laundry list of issues. After a few weeks in the NICU, we got to bring him home and a week later, he ran a high fever. My son was supposed to be a direct admit back to the NICU at the hospital he was in before, but wires got crossed and I was in no mood to wait over 4 hours for him to be seen, especially late at night. I drove him to VHH and if my night wasn't fun enough, there was a drunk, belligerent man in the ED waiting area. He said some inappropriate things to others who were waiting then he turned his attention to me and that "gentleman" learned quickly not to mess with this mamma bear. To the man's luck, my son was called in. While we were waiting for the physician to see my son, the man got to come back. From a room down the hall, I could hear him yelling. I no sooner got my son to sleep and he started yelling again and woke him up. Andrew stopped by our bed to let us know there would be a delay because the ED physician was contacting our pediatrician. We small talked and no sooner did my son close his eyes, did he start yelling again. I told Andrew I know that the nurses working could not put him in his place, but if he wakes up my son one more time, he will again suffer the wrath of the mamma bear. Andrew excused himself, worked some magic and the man calmed down. Andrew knew how stressful it is to be a parent of a preemie. He did not hesitate to put himself out to calm that man down.
Recently, I had to go to the ED. In walks Andrew again to start an IV. Kind, caring and giving compassionate care. Once again, Andrew, with his small talk, hit me with some powerful words. He said, "I just want you to feel better." I thought….geez….that is this guy's motto. In all the years, that I've had interactions with VHH emergency department, Andrew has always not only worked by the core values that the hospital brags about, he LIVES them, and it shows through his work and reflect who he is as a person. I know through the years, we may have just been ED patients. We get treated and we go home. One staple in all of this is Andrew. We all see what a kind and genuine man he is.
I've had some positive ED experiences and some not so positive…but the "not so positive" just highlights the positive and Andrew is clearly a shining light in that department. I know he probably hears "thank you" often, at least I hope he does, but I would like to do more than just say "thank you" to him. I respectfully request that Andrew be strongly considered for the DAISY Award. After all these years, he has never changed. If anything, he makes sure the department keeps changing for the better. Andrew's dedication and level of commitment to his patients clearly shineabove others. He is the epitome of the first paragraph of what USC-VHH states in the Mission statement of Quality and Commitment, he respects patients personal dignity, provides considerate and respectful care focused on the patient's individual needs. Clearly, Andrew has lived that in dealing with my family and many others. Even though I can guarantee that Andrew will never remember us or the things he has done for us, we clearly fondly remember him and would welcome the opportunity to do more than just say "thank you". Andrew is most deserving of receiving the DAISY Award. I urge you to strongly consider him. He is what the DAISY Award stands for....and that is another guarantee!