Lady in Distress

It was a typical day at the main entrance admissions desk.  People were admitted and visitors were inquiring about room numbers.  Everything was what you may refer to as “normal operating procedures.”  This all changed when an elderly lady came to the Information Desk and asked how to get to her husband’s room.  Fatigue and stress were written on her face and one couldn’t help but be concerned about her fragile condition.  It was explained to her that it would be a rather long walk to her husband’s room and would she like to go by wheelchair.  She replied back that her doctor wanted her to do walking.

With that we started down the corridor, however, she appeared quite weak and I became more concerned about how exhausted she appeared.  I asked her if she would be willing to use the wheelchair for at least half of the way.  With that she said okay and after getting half way down the hallway, she said that maybe it would be best to go all the way by wheelchair. 

By the time we got to her husband’s room, she appeared more at ease and was very grateful for the assistance.  I told her when she was ready to return to the main entrance to have one of the nurses give us a call and we would escort her back.  Guess what?  She did, and she had no reservation about using the wheelchair.  When we got to the main entrance, I shared with her that SMMC has a free valet service.  She said she would be back again tomorrow and may try it then.

Guess what?  She did.  It was so neat how on the next day she approached the information desk and showed me her valet receipt as if she was a school girl turning in a well-done homework assignment.  She did not have the appearance of being fragile and stressed.  She knew that she didn’t need to worry about a long walk or getting confused on how to get there.  And what a relief to know that her car would be brought to the front door when she was ready to go home.

Now, I want to turn the table and share what could have been another very different outcome for this lady.  First, we could have given her a map and verbally told her how to get to the room.  Because she stated she could walk, it would seem appropriate to abide by her wishes.  In doing so, however, the result could easily have been the following: 1. Her stress level increases and she becomes physically weaker.  2. In her weakened state it becomes difficult for her to take care of herself.  3. Her doctor recommends she go to an assisted living facility.  4. The assisted living facility is a private pay only.  5. She receives financial help from her children so she can make payments to the facility.  6.  In order to give financial assistance, each of the children was required to take on additional part-time employment to supplement their full-time work.

Sometimes there are inexpensive, timely, and very appropriate interventions that can be a huge help to counter the high cost of healthcare.  By operating intelligently, compassionately, and being cognizant of the total healthcare picture, we can be successful in helping people in need.

John Haynes

John Haynes, MS, MBA, is a retired school psychologist and a current volunteer at Shawnee Mission Medical Center (SMMC). He served as a Hospital Corpsman at the US Naval Academy and served on the USS Sanctuary Hospital ship in Vietnam. In addition to his volunteer work at SMMC, he's actively involved in the community through the Shawnee Kiwanis Club and the Kansas Trails Council. His interests vary from backpacking and mountain biking to investment analysis and business management. He and his wife have two sons.