I would like to take this opportunity to commend Kathleen Ushler. For background, this past week, my mother was admitted to JSUMC for a suspected stroke (which ultimately was, thankfully, only a TIA). As the ER was operating at a very high volume, it became challenging for the care to move along as expeditiously as one would hope and to have that happen in a healing environment and not in the hallways.

With my background in healthcare administration and understanding that the staff has challenges due to volume but yet cognizant of the role that I have, namely to advocate for my mom, I respectfully asked the nurse if they could escalate and asked to speak with whomever they thought would be helpful. They obliged, and a short while later, Kathleen introduced herself. We had a very productive conversation. She was very proactive and solutions-oriented, yet with a high degree of empathy and compassion. In particular, she was very effective at communicating all of the efforts toward alleviating the situation in a way that reflected very well on the hospital. I am very grateful for the constructive way that she helped ensure that my Mom (and all of the other patients in need) had the positive and healing healthcare experience that she needed.

As we both know, healthcare is complicated and, at times, throws challenges our way. Kathleen did a great job. I wish her all the best.