Hospice

[laurah01]

Our hospice sent us a survey after my dad passed away. As some of you know, we had some bad experiences with our hospice program, so I filled out the survey very honestly, in the hopes that it would help a family in the future not experience what we did. And I am not all about complaining, I wrote letters about positive experiences as well. I received a letter last week from the hospital saying they were very concerned about my survey response and would be contacting me soon. The supervisor called me yesterday. We talked for about 40 minutes and she told me all of my concerns and comments were valid and that she doesn't know how they can apologize for how they failed us. Not once did she act defensive or try to make an excuse. She said the responses are being forwarded to the board for further review and they obviously need to do some serious revamping of their program. We had the most productive conversation, and I am really glad I raised my concerns because in the future it is going to make their program more successful and other families will have better experiences that we did. I don't write this to pat myself on the back, I write this to encourage everyone to acknowledge the good and raise concern with the bad because otherwise things will not get changed or fixed for future patients. I had hesitated sending the survey in because I really try to put a positive spin on even my worst experiences, which I realize now is a coping mechanism for me.
Laura

[Hope2012]

Good for you for being honest on the survey! It seems like you are getting the appropriate response from the hospice provider and if it helps out just one other family, then it's all worth it.

My mom passed away after routine surgery last year. Her allergies were well documented in her charts and patient history, yet they still gave her heparin, which she is allergic to, and they had to rush to stabilize her. They profusely apologized and it seemed as though no harm was done. The doctor then put a huge sign over her bed that said "Heparin allergy". Two days later, with a new doctor on rotation, they gave her heparin AGAIN! Once again, they stabilized her, but when her weakened body didn't get better, she declined in health quickly and passed away a few weeks later. She never left the hospital.

I'm not saying their actions hastened her death, but it angered me beyond belief. I had it out with her medical team and they took everything I said without excuses and owned up to the errors. I hope that they are MUCH more careful with the drugs they administer and not to take anything for granted.

Laura, you did the right thing...and although sometimes the path of least resistance is easier...it's not always better. You have good advice, and I hope more people follow it.

[sheila]

Laura- In case I havent mentioned earlier Im sorry for your loss .-Thats good you felt comfortable enough to address your concerns- you will definately be helping people in the future. I believe in also if I can complain I can also compliment and I do this with everything. Its good to be honest. Otherwise nothing would ever change nor improve. thank you from all of us that may need them in the future- generally Ive heard mostly good things- It may have just been your prticular group.