A Journey Through American Healthcare: The Hospital and After



hello welcome to coffee with Vic I'm your host Victor Vogel this is a follow up on the series I'm doing called a journey through American healthcare and so it'll cover the hospital room the staff the surgery the physical therapy the home visits the follow-up and the follow-up visits after that and so that's what we're covering today on coffee with these are the two hospitals I stayed in now I normally don't mention the names of the facilities simply after privacy etc but in this case the experience was so positive I felt why ain't Joseph mercy health systems deserved the attention that I'm about to give them ok and these are the two hospital that I experienced the st. Joseph's Hospital in Brighton Michigan and the st. Joseph's Hospital in Ann Arbor Michigan so let's just step back and take a brief look at the mission statement and the core values the people use to achieve that mission statement their mission statement is we Trinity health serve together and in the spirit of the gospel which means they're a Christian organization and that doesn't mean you have to be Christian to be there but you can count on the fact they're going to use that Christian perspective in your treatment process so as it's in the spirit of the gospel as a compassionate and transforming healing presence that's pretty phenomenal now think about that compassionate has to do with caring and loving and concern in consideration and a lot of the things that you find in the fruit of this in the gospel if you happen to be a Christian you'll find us in Galatians but also a transforming healing presence which means they don't just want to treat you and get your money they want you to get well from your healing process and because of that appreciate who you are and what you're about under God's plan which I think you know when you think about it as an outstanding mission statement for a health care system now the the most you know when I do this for corporations as it comes hold them for like 25 or 30 years I helped them build these mission statements and core values is something I became very familiar with and these are the values the core values that they feel they need to apply day in and day out in order to be a compassionate and transforming healing presence they need reverence and reference means we honor the sacredness and dignity of every person so that that's not a situation where they just pick one and pick now and not take the other it's a every person that comes in there the primary focus is to treat them with dignity and sacredness as an individual as someone who is a child of God so to speak and and that presence is important no matter what the situation is or who the person is at that point in time they have a commitment to those who are poor we stand with and serve those who are poor especially those most vulnerable which means even though I had health care and I could come in they they and not have to worry so much about the payment process a person who didn't have health care is gonna get that same dignity and say and respect as I got so 'men more appreciative of them because they are vulnerable they need help so it's a helping organization and I felt that the whole time I was there by the way the next core value is justice we foster right relationships to promote the common good including sustainability of Earth now the primary is this instance associated with this is the idea that everybody is treated equal there you don't look at any one person differently from another person than that light when you're treating them if your stewardship means that they honor the heritage and hold themselves accountable for the human financial and natural resources entrusted to their care everything from employees to technology to equipment to everything that happens they want that environment that facility that environment to represent a caring open trusting environment where you believe that the equipment is up-to-date that it's taken care of properly that the people are are treated properly in that facility and consequently the what you're going to receive as a patient is a reflection of that so I think that and then lastly integrity and that is that they're faithful to who they are and that they want to honor all of these core values and truly become a compassionate and transforming healing organization for the community and all the people who are brought into their hospital systems that's a pretty awesome mission statement and some pretty awesome core values to live up to but I've got to tell you honestly having been a patient first time in a hospital to stay like that and to have surgery and to go through all of those things that I've never been through in 72 years of my life that could have been a frightening experience for me but it wasn't it wasn't and from the time I was picked up to the time I got home I received nothing but comforting care that took all the stress out of this situation for me so just to let you know that in advance so let's take a look at what happened to me over the from from the time I left the emergency room up until well just recently really from the emergency room to the hospital room this was the hotness this wasn't my hospital room but it is an example of a hospital my room looked very much like this hospital room and it has a comforting relaxing feeling so about the room itself it was private I mean I I was there by myself I didn't have to worry about any distractions around me I was very comfortable it was extremely well equipped with everything we needed to get the job done I'm gonna have some coffee you need to also this is world's greatest granddaddy coffee though you know this room was clean I never smelled anything that you know used to be you would go into a hospital and you'd have all the alcohol smells and from the time I got there and even in the emergency room and on I I didn't have that sense of hospital odors or a sense of cleanliness problem it was spotless it was spotless now probably the thing that can either destroy a hospital reputation or make it is the staff in this case they made the reputation they were extremely professional I mean I could tell they knew what they were doing which meant I didn't have to second-guess anything I could just put my trust in them and that's that transforming healing part of the mission statement where they want you to know and believe that they are in fact capable of taking care of you and doing the things you needed doing the things for you that need to be done you know they were more than courteous they cared and for all the nurses and all the aides and all the physical therapists and my administrative caseworker and ever and the doctors and everybody who touched me during that period of time from a healing perspective there was more than them just being nice they cared they were concerned you could tell they wanted me to get better that that's a very encouraging feeling when you're down like I was they were accessible when they were needed and they weren't attentive I never wanted for anything I mean I could either push a button and get it or they have many cases they were there out in front of me with water or tea or juice or whatever I needed if I needed another hit of some sort of medication they knew what to do and how to do that when to do that it was timed to the instant they asked me questions they were responsive when I called and they they asked me questions and they kept me well-informed about everything that was going on there was actually a whiteboard right there in front of me and I have all of the information on it who was there who was taking care of me the times that I was supposed to get what what medications were going on etc they would ask me you know what's your pain level at least every time they came in they asked it and you know it was kind of like we don't want to over medicate you we want you to not be uncomfortable but we don't want you over medicate so I thought that was really outstanding in terms of the staff you you couldn't ask for much more than that you just couldn't ask for much more than that when it came to surgery the whole surgical process there was no stress involved and it was just kind of like Oh matter of fact we're kind of doing this or doing that don't worry about it we got you covered we got your handle we'll take care of you boom boom boom I was down in the surgery prep area downstairs the orthopedic surgeon the doctor who administered the anesthetic all the nurses affiliated with them all came through they visited me they all individually kind of told me what they were going to be doing how they were gonna be doing it what was going to be going on step-by-step I mean I mean I lack for no information I knew I was in good hands I could tell by their confidence their confidence and I could tell by the way they were explaining it and the care they had for me I didn't have to worry about anything that's really neat because then you can just relax and let them do their thing so recovery when I came out of surgery I don't remember anything about surgery they said I wouldn't and I don't recovery was comfortable I was well medicated I wasn't hurting I wasn't over medicated I was loosened not very loosened but at least loosened and the recovery room staff and hospital staff constantly checked on me to make sure I was okay and they were constantly talking to me monitoring me talking to me making sure everything was going okay until I got up to my room it was clean in there there was no sense of hospital odors even in the surgical area medication doctors visited me after I was back him out of surgery and had lunch and are well I'm pretty close to dinner they came by and discussed all the medications that have been given to me and why and the melts and what they were gonna take me off of and wanted me to get off as soon as I felt comfortable with that and then they talked about all the medications they were gonna get me when I went back home and how I was the handle all of those they answered every question I had and if I missed a question and told a nurse I needed to know the nurse found out from the doctor and brought the answer back to me so and this this is I was well informed and the reason I was well informed because they cared about me getting well not just getting that at a hospital they cared about me getting well and they followed up with visits and phone calls afterwards the next day this was a Friday I had surgery and dinner I slept through the night very comfortably you know you get woken up to take your meds but it was like 11 o'clock the next morning I think that was a Saturday morning the physical therapist came by and she said it's time to go for a walk you know what and she said yes and we did we walked down to the physical therapy room and she walked me through how to go upstairs and how to get in cars and how to get into a bathtub and what to watch for and how to walk and how to use a walker and those kinds of things and she kept saying you know then are you tired I mean it was late she wasn't pushing me to do anything but she was encouraging me to do as much as I could and to trust my hip that had been put in but not to over strain it she basically said hey look there's no push on this you can stay the night tonight but based on what you're doing right here you know there's a possibility that doctor may let you go home tonight and man that was news to my ears so I was up and walking around in the therapy room she was cognizant of my pain and like I said she didn't push me and I actually went home that evening about 6:00 p.m. and the minute I got home I don't think I was home an hour and a half I got a call from my home physical therapist it was gonna do my home physical therapy scheduling me for the next day it was like no waiting I'm coming to visit and you're getting up and getting at it and this is another example of what they can do to help you they want you to get better they want you to be successful in terms of getting up and making the movements you need to make because it can be a little D habilitative but she didn't let me be d habilitated too much she was great she became it's like a friend we were like I look forward to her visit so we could talk and she was sensitive to my abilities but encouraging she was concerned about my safety but educated me and made sure that I was making progress with every step that I took and every exercise that I did so after two weeks of home physical therapy and I credit this to her uh after I visited my doctor and my third week he said you know you know named physical therapy follow-up it looks like he pretty much got it in hand because what she told me to do I did you know what we did we did together we did right and that made the difference in terms of me being able to just move on and start walking in a normal way so for the first week I was on the Walker and home recovery two weeks later I was walking with a cane and learned how to do daily activities like showers and you know getting my own food and things like that the third week I was walking a whole lot of times without the cane I just forget it I was walking normally without the cane fourth week cuz walking without the King climbing stairs doing all the normal things I normally do and I started walking a couple of miles a day to get some strength in that hip and the other hip also in the fifth week I was about ninety percent normal in terms of all the things that I could do there was no question about it so that was pretty phenomenal recovery from what the surgery was all about now in my follow-up visits this is important is you as a patient need to understand that your attitudes throughout the hospital your home visits your follow-ups you as a patient have to work with your care provider and order to establish relationship that makes sure you get the best possible chance at a great recovery so you have to like same thing there you have to treat them with respect and you have to understand and follow their instructions and work with them so in the follow-up I made an appointment with my general practitioner and schedule a physical and we completed all the bloodwork physical and we got all those issues talked about they were kind of concerned that there may be a blood caught in my lungs from the surgery so they had a chest x-ray done more blood work done cat scan of my lungs to ensure no blood cuts were there there were none there was no cancer there is no pneumonia there was nothing it was really helpful to have that information in front of me I had not had that kind of a physical and a look at my body in 50 years so it's it's pretty phenomenal to get all of this done at one time I had I have that kind of pile of information available to you to let you know that what you can and cannot do to what level now completed a bone density test will see the results of that I am hoping that there's not much outside of the norm and that but that was a recommendation and I completed a home colon rectal at-home test I will see what that results comes back none of the blood work would indicate that there's anything wrong with us but you know we'll see what the test says but whatever they say we'll end up doing something to correct didn't make sure it's okay that's the key thing about these tests but it also lets me know I have a tremendous amount of information about my health at my fingertips so I took all this and I reviewed it most of it with my doctor and a lot of it and I've having been a personal trainer for ten years I went ahead and started putting together what I thought would be needed for a fitness test given my you know my situation with my hip and everything we were still recuperating we're not ready to go out and do marathons and I don't like marathon in any way but I wouldn't do who wouldn't do it anyway but you know you can't my orthopedic surgeon sort of discourage that a little bit as he said you know don't go don't go out and start training for marathons but it's okay to jog a little or the bicycle and the gym or whatever so I started the gym going back to the gym and I will start more regularly in the upcoming week but I did get back and get a chance to get in a lot of length work exercise and I felt that no question about it but it was good to get back and be able to do that and not be worrying about it you know a big percentage of what it takes for you to get back healthy after a hip replacement or knee replacement or something is learning to trust your product and I've learned to trust my hip in fact I'm not too sure it's better than the other hip I have right now so so anyway part of that program was purchasing a Fitbit watch and getting a hold of some apps that all synced with each other that made tracking Fitness really simple and and I like this so much that I did a video on this that you can find in this playlist copy with big playlist on my youtube channel called fitness just got easier and as a trainer nearly everybody quit or you know bogged down in physical training when it came to tracking food tracking calories you know trying to understand where you were in relation all that your physical exercise etc that that was the most cumbersome part of this process and was really a stop point for a lot of people like trained because they just didn't want to do that they just didn't want to put up with that hassle so they started looking for the quick fixes which never worked for any of them but these apps you can look at that video I did I think it's about seven or eight minutes long it's called fitness just got easier now you should look at that and you can get an idea of the apps this is not a review of the apps or the watch is simply an explanation of some stuff I found that really works in terms of tracking and takes all the pain and agony out of that so we created a fitness training program so I know my cardio goals I know my strength goals I know my balance and training goals and I'll just check in with my doctor periodically to see how that's affecting my blood work and the rest of my body and will continue to do testing and training and testing and training until we get healthy as a horse Wow maybe even healthier than horse so now having said all that I want to go back to the hospital and I want to go back to treatment I want to go back to your role as a patient because it is important for you to reciprocate to those professionals the same kind of caring compassionate concern they gave you that you provide them the respect and compassion and concern that they deserve as caregivers when you put those two things together you have a bond that will help you get through just about anything easier and more comfortable so here's a few words that I provided you during the presentation that really emphasize that these did the st. Joseph Mercy Health System Hospital San Arbour and Brighton exhibited compassionate and transforming healing for me by being reverent committed focused on care and equality and taking care of everything appropriately in the right way and having integrity and trying to be a compassionate transforming healing healing presence so here's a couple of words you know privacy my privacy was totally respected I didn't have to worry about that at all comfort I was comfortable it was just really okay everything seemed to be okay I didn't have to worry that was a really cool part about this caring they were there they were available they were friendly they took the time I I can can't say enough about all of those aspects of the caring relationship I had with my caregivers at these hospitals during the hospital stay after the hospital stay and during my tests and everything else I was informed that one thing they do is they let you know what's going on they give you information in a way that's not threatening or Condon sending they put it in simple terms that you can understand to help you so that you are comfortable about what's going on and how it's going on they have excellent technology I mean the state-of-the-art equipment the equipment is all good we didn't have any faux pause or breakdowns or anything from the time I hit the emergency room at a time I finished my last test at Brighton Hill Hospital and reduce stress oh my gosh because of all these other things I didn't have much stress and they were attentive and responsive and there for me when I needed them so you can see why when you think about all those things I just described in all these words were words I used to describe my experience how they can become truly a compassionate and transforming healing service it's it truly happens so here are some comments I have about the healthcare system in general the problem with the medical healthcare in America is not at the service though doctors nurses attendants administrators these people come in and do their job according to their mission statement every day at those two hospitals I was at I think what we have is a situation where when you get into the money and a bunch of the politics associated with it but I never felt any of that kind of dynamic the minute I stepped into the hospital to the time I left the last test my experience my experience with the two hospitals I stayed in both as an inpatient and outpatient person was excellent everyone from emergency room to administration and checking out of the hospital lived up to that mission statement and core values it was and is clear to me that the leadership and management of these two Hospital truly epitomize the core values that support the mission and care of the providers they I think the higher on these values I think they try to reward on these values I don't know I haven't talked to all the employees about all that stuff but whatever's happening they're providing it so I have to assume somewhere they're under painting all this are in some behavior from leadership that helps them appreciate working there having a knowing about your insurance is important to the reduction of stress while being treated at no time after presenting my Medicare and insurance was I bothered with cost and I don't think I would have been bothered with the cost of I never had insurance I think that would all come after the scenario and then you're gonna find out that they have programs to help you pay for that and or to find help in paying for that so again that's that compassionate transforming process in their mission statement at one point I remember I indicated you know I really couldn't afford that kind of expense for the month that I had to take this medicine and my case administrator at the hospital who was handling my case actually got what the doctors found a replacement drug and then found a 28 day free trial supply of this drug that would work for me and he cost me anything that's pretty phenomenal so as a consultant you know I've often told leadership to treating your employees with respect and showing concern about their welfare will gain their motivation to exceed the expectations this is true you know whether you're ordering fast food from an employee or you're buying something from a retailer or ordering drinks from a bartender treat them all with respect and professionals and they will deliver a better product to you it's also true about hospitals that as a patient you need to take accountability for building that respectful relationship that shows you respect their professionalism and appreciate their concern for you as a patient it'll make life so much easier that's my experience in the hospital all the way up to this point in time we're gonna cover insurance I'll talk a little bit about that dynamic because that's important part of our healthcare system probably one that's most complicated and most conflict named at this point but I'll give you my experience with my insurance with in addition to the Medicare aspect of it for me so thanks for watching coffee with Vic thanks for watching this series I'd like you to visit my youtube channel the rate is down below in the description also when you go to go ahead and subscribe and that way you can look at all of the playlists that I have I have my three different show formats I use so you will go to the variants playlist and we look at all the things that I'm doing this one happens to be the more current event and just basic discussion show if you do go there make sure you click this bell there so that you can get notifications when I do a show like this you'll let you know that it's popped up and you watch it alright so thanks for watching this is coffee with Vic I'm your host big

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