Case Study: Ramapo Manor Center For Rehabilitation And Nursing (September 2014)

Case Study
Community Name: Ramapo Manor
Patient’s Age: 70
Discharged To: Ramapo Manor
Length of Stay: 16 Days
Reason for Stay: Patient had a Left Hip Replacement
How did this patient hear about Ramapo Manor?
The patient was a resident of Rockland County and knew of different facilities in the area so she decided to come to Ramapo Manor.

Details of Experience:
The Patient came to this facility after having a Left Hip Replacement. Upon arrival she was very nasty from the start. She was cursing at everyone and just wanted to leave Ramapo Manor right away. She was not happy with our staff as soon as she got into her private room. She would complain that the room was too small; the air conditioning unit wasn’t cold enough, anything she could see in sight she would have a problem with. It took about two days before I was really able to calm her down and try and make her stay at Ramapo as comfortable as possible. She was always saying that she would never receive her medication on time, or the food was always so cold when it would be delivered. I thought this was a perfect time to show what I could do as Concierge. After her second day here I went and directly spoke with the Director of Nursing about her not getting her medication on time, and how the medical staff could show more care towards this resident. Long story short after that there wasn’t a problem with this patient receiving her medicine on time, and the quality of care she got from the nurses after this was top notch. I also personally went to our Head Chef and he went and would speak with this patient everyday to see how her meals were and if there was anything else he could do for her. When this patient finally left she came up to me and just hugged me. She said “if you were able to handle me with all my complaining you are going to be able to handle any person that comes through those doors.” When I asked her on the Discharge Satisfaction Survey was there a staff member who made your stay more comfortable her answer was short “Mr. Kris the Concierge.” This was such a positive experience for me it made me love what I do even more. At the end of the day we are here for the patients. This job didn’t choose us we choose it.