One of my favorite lines and monologues in a movie comes from the 1992 movie "A Few Good Men." Jack Nicholson plays a dedicated Marine Colonel stationed in Guantanamo, Cuba who is dragged into court by a JAG defense lawyer played by Tom Cruise..."I want the truth!" Cruise screams as he questions Nicholson on the stand. "You can't stand the truth!" snaps Nicholson, who then goes into a long monologue about "standing on that wall" and defending the country and taking advantage of the freedom he provides. Nicholsons send his diatribe with "A simple "thank you" will do."
I was at Florida Cancer Center this morning at 9 AM on the nose. The took my blood and then they guided me into the office to see Dr. Lunin. We discussed various things, but the first thing he did was thank me for the thank you letter I sent to him and his staff. They really do a great job and I thought he and they should know it. So I sent a letter of thanks (below). No biggie.
Scott thanked me for the thank you...which was nice. It was funny because a lot of people at FCS have made a point to thank me for thanking them! The office manager came out to say something, the receptionist and check out people said something -- even the nurses who take care of me said something. This thank you thing is contagious! The Japanese are very diligent about saying "Thank You" and "I'm Sorry". When Americans go to Japan, they rave about Japanese "politeness". They should rave about what is "common courtesy." We need to get that back in this country. There was a time when being polite was important.
Anyway, here is the letter I sent to Scott. These people are really dedicated and work really hard and do a very good job. I believe they are saving my life. The least I could do is say thank you. (I wrote this the same night I wrote my marathon blog last Friday.)
_________________________
Dear Dr. Lunin and Staff:
Unfortunately for me, as you know, I was diagnosed with Stage IIIA Locally Advanced Adenocarcenoma in October of 2007 and referred to you at Flordia Cancer Center by my primary physician, Dr. George Nackley.
I just want you and all the staff and nurses and management at Florida Cancer Center to know how fortunate I feel I am to have you as my medical oncologist, your office staff doing my scheduling and billing, and the oncology nurses (I can name them all) treating me. Not only are you all highly professional and thoughtful about my care and treatment, you demonstrate everyday that you truly care about the person being treated. I experience and observe it every time I visit your office -- from the moment I walk through your doors to the moment I leave. I would love to be able to someday emulate your professionalism and efficiency in my own practice at Morgan Stanley.
Having spent hours upon hours in your facility, I have had a great opportunity to watch how people are treated when they are greeted, drained, examined, re-poured, and sent on their way with appointments for next time. It is a thing of beauty to watch "the client experience" and the "tailoring" of treatment at Florida Cancer Center. I think many businesses, including my own, could learn from what you seem to do so naturally and so well. Your quality control is impeccable. I am not sure if it is the systems, the training, the people you hire, the management, or something else. I suspect it is a combination of all the above. Most importantly, your organization exudes a culture of caring. I do see it as very special and something for which you should all take great pride. This is coming from someone who spent a career in Japan, in a society that is acclaimed for being polite and efficient. Let me assure you that the Japanese and their QC methods have nothing on Florida Cancer Center.
I am on the Board of St Vincent de Paul Community Healthcare and we are a part of the Volunteers in Medicine Clinic that have been established all across the country to treat the working poor and uninsured. In our clinic, which was just established, we want to develop a "culture of caring" and provide a quality of care second to none. My recommendation would be that we try to emulate you and the folks at Florida Cancer Center. We would love to have your help and guidance on how to establish systems that ensures we create an environment that provides people we serve with the care and dignity they deserve.
Many of my clients are being treated by you or Dr Browne-Wright or some of the other doctors in your clinic. I make it a point to ask them about their experience and they have all said the same thing to me -- how happy they are to have you treating them. So you should know that this letter probably represents the voice of thousands of patients who may never have written to you, but feel the same way I do.
It is 5 AM and thanks to the steroids you gave me this morning I have not had a wink of sleep. While I was laying awake I was thinking that I would like to do something for you and your staff. The only thing I could think to do is to thank you sincerely and with all my heart. You all do a wonderful job and you should know it.
Yours Very Sincerely,
Patient Number 1600743 (Just kidding!)
Thomas Cappiello
Treasurer
St Vincent de Paul Community Healthcare Inc
PS.. Scott, I would appreciate it if you could put this letter in my medical file and make sure that the staff and nurses have a chance to see it somehow. If you need me to sign a HIPPA waiver so you can post it in the lunch room I'll do it!
Unfortunately for me, as you know, I was diagnosed with Stage IIIA Locally Advanced Adenocarcenoma in October of 2007 and referred to you at Flordia Cancer Center by my primary physician, Dr. George Nackley.
I just want you and all the staff and nurses and management at Florida Cancer Center to know how fortunate I feel I am to have you as my medical oncologist, your office staff doing my scheduling and billing, and the oncology nurses (I can name them all) treating me. Not only are you all highly professional and thoughtful about my care and treatment, you demonstrate everyday that you truly care about the person being treated. I experience and observe it every time I visit your office -- from the moment I walk through your doors to the moment I leave. I would love to be able to someday emulate your professionalism and efficiency in my own practice at Morgan Stanley.
Having spent hours upon hours in your facility, I have had a great opportunity to watch how people are treated when they are greeted, drained, examined, re-poured, and sent on their way with appointments for next time. It is a thing of beauty to watch "the client experience" and the "tailoring" of treatment at Florida Cancer Center. I think many businesses, including my own, could learn from what you seem to do so naturally and so well. Your quality control is impeccable. I am not sure if it is the systems, the training, the people you hire, the management, or something else. I suspect it is a combination of all the above. Most importantly, your organization exudes a culture of caring. I do see it as very special and something for which you should all take great pride. This is coming from someone who spent a career in Japan, in a society that is acclaimed for being polite and efficient. Let me assure you that the Japanese and their QC methods have nothing on Florida Cancer Center.
I am on the Board of St Vincent de Paul Community Healthcare and we are a part of the Volunteers in Medicine Clinic that have been established all across the country to treat the working poor and uninsured. In our clinic, which was just established, we want to develop a "culture of caring" and provide a quality of care second to none. My recommendation would be that we try to emulate you and the folks at Florida Cancer Center. We would love to have your help and guidance on how to establish systems that ensures we create an environment that provides people we serve with the care and dignity they deserve.
Many of my clients are being treated by you or Dr Browne-Wright or some of the other doctors in your clinic. I make it a point to ask them about their experience and they have all said the same thing to me -- how happy they are to have you treating them. So you should know that this letter probably represents the voice of thousands of patients who may never have written to you, but feel the same way I do.
It is 5 AM and thanks to the steroids you gave me this morning I have not had a wink of sleep. While I was laying awake I was thinking that I would like to do something for you and your staff. The only thing I could think to do is to thank you sincerely and with all my heart. You all do a wonderful job and you should know it.
Yours Very Sincerely,
Patient Number 1600743 (Just kidding!)
Thomas Cappiello
Treasurer
St Vincent de Paul Community Healthcare Inc
PS.. Scott, I would appreciate it if you could put this letter in my medical file and make sure that the staff and nurses have a chance to see it somehow. If you need me to sign a HIPPA waiver so you can post it in the lunch room I'll do it!
3 comments:
Very nice! It's so important to let people know when they are doing a good job. I try to let people who I come in contact with who do a stellar job- know it. Many have said to me..."you've made my day." It's simple to do, and yet so many don't. I'm very grateful you've had such wonderful professionals taking good care of you. It's all in the experience.
Bravo Tommy,
The folks at the FCC work hard on behalf of their patients and families. Saying thank you, as you did, allows a lot of people within the institution to recognize a job well done. If it is anything like the Cancer Center where I work, those heartfelt thanks travel to the top of administration, but also gives a boost to the day to day staff that strive so hard to do the best for their patients. You did a good thing. xox j
Can't wait to meet all these people next week!
See you tomorrow!!! XOXO
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