Connection: Some traits can be taken for granted but are so important to us as we experience Hospice for the first time: a warm, friendly smile, timely; good communication by texting or phone; accepted our two dogs; exuded confidence, compassion and experience. Sue always made us feel like we were her only patient – gave me plenty of time to ask questions. Always had Renee as her focus. She would turn to face Renee and talk directly to her. Sue made me feel valued with the information I provided her. Renee trusted Sue. They always connected by talking about their mutual interest in shoes!
Communicate: Sue was an excellent communicator by listening and giving clear direction. Notably, one situation stands out among all others. One time Renee and I disagreed on her number of BM’s. Renee became irritated and Sue sensed it right away. She turned to Renee and asked her if she would like to speak to Sue alone. Renee said yes and Sue asked me gently to leave. I fully understood and Sue reported back to me what the discussion was after, with Renee’s permission. Renee wanted honest, direct discussion on end of life and what to expect. Sue told her just what and how Renee wanted. Renee was so pleased and appreciated Sue’s knowledge and directness. As a result, Renee wanted me to read her sections form the End of Life stages that Sue had referenced. It was beautiful and oh so touching for me.
Coordinate: She was flexible with her daily schedule when I called requesting her time. She would write out guidance when I needed greater clarification on meds, dosage and timing. Sue ordered extra supplies quickly and accurately.
Above and Beyond: Sue not only scheduled Issa, the CNA, but she explained what I should expect. She also informed me about a 3rd party service for 24/7 care which I needed and asked for. And finally, and appropriately last, Sue voluntarily scheduled the harpist to visit on Friday night, which turned out to be the day before Renee died. And unbeknownst to Sue was that when my wife initially began Hospice in your facility before going home she had wanted me to learn more about scheduling the harpist while we were there, which I was not able to do.
Sue delivered and unbelievable experience for Renee and me, that Renee dearly wanted. Sue was our visiting angel!!!