"I'm writing you with a large-scale thank you note, about turning a bad experience of mine into a very good one. The bad part is my falling on the ice a couple of weeks ago out in front of the Undergraduate Library, cracking my elbow, and ending up needing surgery, which took place last week. The good part has to do with everybody I encountered along the way…"

So begins a letter from Jerry Herron, WSU professor of English and American studies. He was so impressed with the care he got during his stay on Receiving's 5P unit, he took the time to pen a letter to WSU President Irvin Reid. In it, he complimented Receiving team members for what he viewed as extraordinary care. For us, we know "extraordinary" is just business as usual.

Herron's injuries required surgery with an overnight stay. As it turns out, he was pleased with the surgeon, the staff and the accommodations.

Dr. Greg DeSilva was my surgeon--a model, if you ask me, of competence, clarity and professionalism.

I have never felt more reassured"

And I don't know who put in a good word for me, to get me into the great room I had on my overnight stay [at Receiving], but I'd like to nominate that person (and the staff who looked after me) for sainthood. Those folks were exemplary... I can surely remember two nurses in particular, Debbie [Mio] and Trudy [Maloney], and a wonderful attendant, Duane [Mancill]."

No one wants to be hospitalized, especially for an illness or injury. But as Herron indicates, the care received from our staff can often help our patients during what can be a scary time.

"I have never felt more reassured about the good hands that are there, waiting to help, if something unexpected and unwanted happens. Everybody who has a bad accident such as I did ought to be so lucky as to be a patient at [DRH], with the extraordinary people who work there.

The professionalism, humanity, and good will I encountered at each step along the way make me proud to be part of this larger WSU/DMC community…"

To our team members on 5P, and every team member who focuses on providing patients with the best possible experience during their stay, Herron sums it up perfectly: "… thank you for the chance I had to see a great health care institution operating at the top of its form. It has meant a great deal to me personally, as a patient and also as a member of our community."