Soon after visiting a specialist, many people can expect to find a survey in their mailbox or inbox. Some may wonder what happens to all of that information or if the contribution of their time and effort is even worth it. We want to reassure our patients that this feedback is not only reviewed, evaluated and addressed by senior CNNH staff on a regular basis, but it is also considered a valuable tool in understanding what is important to our patients so that we can do more of what our patients appreciate most.
Curious to know what the feedback is and how it could benefit other families looking for answers? In each quarterly newsletter we will feature the perspective of a patient (or parent) and how it has made a difference for that family. Our hope in sharing this information is to both celebrate a patient's progress and to recognize and acknowledge what is important to our patients...
The Importance of Listening
We recently heard from a mother of a young boy diagnosed with Autism, Mrs. D. This is her story:
"The doctors and staff at CNNH really listen to us every time we visit" Mrs. D recalls somewhat surprisingly. She has been bringing her child to CNNH for the past two years since he was diagnosed with autism.
"After that first appointment I remember feeling like the doctor had actually listened to my concerns, fears, questions and perspective. He listened so well that by the end of the appointment he could have finished my sentences. He knew exactly what I was trying to communicate and validated my concerns. Better yet, he had a clear plan of what to do next, incorporating my concerns and his expertise! A huge weight had been lifted off our shoulders as we were no longer alone in this journey."
After an evaluation and careful consideration, Mrs. D's son was referred to a behavior analyst at CNNH for treatment. Mrs. D remembers, "It was just what our son needed. This treatment gave us our life back."
"The team at CNNH took time to confer with one another and then educate us about what they observed in our son and why the interventions being recommended were so important. The behavior analysts had a plan, based on the findings from the physician and other observations, and took the time to explain the importance of doing everything they recommended. If I ever had a question, they were always available by phone and email. They followed through with everything!"
When Mrs. D's older son demonstrated signs of ADHD, she brought him to CNNH also. After evaluating him for ADHD, the team made recommendations to make his experience at school more successful and made sure he was receiving the appropriate interventions.
"We valued having this team of professionals listen to us, really listen to us and respond with a clear plan that actually yielded results. The entire staff made our family feel safe, comfortable and at home."
Listening is a vital component to patient care at CNNH. It seems like a simple concept, however it is a component of our practice that we do not underestimate. Often times, it is allows us to find that vital clue that leads to accurate diagnoses.
Have a story to share about being a patient at CNNH? We would love to hear about it!