I was the covering manager for the Urology clinic when I received a call from patient relations in reference to a patient complaint. I spoke with the patient by phone and noticed he was also scheduled to come in soon. I made a point to visit with the patient when he came in for his appointment and to ensure that the providers answered his questions. Prior to his procedure, the providers spent a great deal of time talking with the patient. He was very challenging to speak with and to explain his plan of care. He continually interrupted the providers and wanted things done his way. Wendy, LVN, was assigned to care for the patient and she was very patient and tolerant of his demands. The procedure didn't reveal the news the patient wanted and he had to be scheduled for another procedure about a month out. He was very upset about this delay so we agreed to bring him in the next day for a status check and then also place him on a "recall" list. During his visit the next day we were able to also get him in that afternoon for the procedure due to a no-show. This procedure takes about an hour to perform and Wendy agreed to perform the procedure on the patient since he had a good rapport with her. She graciously agreed to do the procedure even though it was not her assigned area for that day. The attention and patience that Wendy showed this patient made a huge difference in his attitude and he was so very pleased with his care.
I cannot tell you what a pleasure it was to have Wendy volunteer to take care of this patient and she went above and beyond in answering his questions and teaching him the skills he would need to take care of himself. She never complained or even said one negative thing about this encounter. I have no doubt that this is how Wendy cares for all of her patients, with respect and compassion. Wendy is not only an asset to Urology, but to Parkland overall.