Provider Superpowers: Patient Experience Week 2022

Over nearly nine years working at Valley, whether coaching or not, I have had the privilege of witnessing our clinicians reveal their superpowers in many ways.

Sometimes these powers are demonstrated after the clinician has been listening intently, focused on the patient before them. They sense and probe, then  offer an “I’m sorry to hear that,” or “That must have been difficult,” or perhaps something else, like “Great job on stopping smoking,” or “Fantastic progress on losing weight and lowering your A1C.” Then, magically, the superpowers are revealed when the patient asks for a hug, becomes tearful and says that they don’t know if they would still be here without the clinician’s help. In recognition of Patient Experience Week (April 18-22), I'm sharing some reflections and comments shared by patients about Valley providers:

“I love this medical office. I've had only great experiences. I love my primary (provider) Dr. Yen. Dr. Avila-Smith was like a warm hug when Dr. Yen was out of the office. Thank you!”

“I trust Jensen Nelson completely. I have seen other doctors in the past and have never felt so cared for as I do with Jensen. And, I know it is genuine. I'm not just a number. Jensen and your clinic see me as a human. Thank you!”

I’ve also witnessed superpowers emerge when a clinician, while seated, leans forward and reaches out to touch a patient on their knee after they shared something especially personal.  These superpowers transcend the confines of the office or the O.R., and are not captured in the written prescription.

“Dr. Jeanne Cubanski is the most professional, caring, kind and humble specialist I have dealt with. I have recommended her to family, extended family, friends, and acquaintances. I have been very happy being treated here at Valley, mostly due to Dr. Cubanski. She is such an 'Awesome', conscientious, and very skilled doctor. Valley Medical Center is very fortunate to have someone with 'high caliber' eye specialist such as Dr. Jeanne Cubanski.”

“I feel very comfortable from the time I am greeted by the receptionists through my examination by the doctor. I am very pleased with Dr. Lawton and her manner of discussing my health with me. I feel a genuine concern for me from Dr. Lawton.”

Clinician superpowers can even be revealed without direct face to face contact with patients or their families! These powers are also very real and their strength formidable and may take the form of an after hours follow-up call or a simple note.

“I think everyone knew my wife had just died from colon cancer and were very sympathetic and understanding. Dr. Matthew Bremmer knew my wife along with Dr. Rodney Riedel and his office. They sent me sympathy cards and I appreciated their thoughtfulness.”

Clinician superpowers are indeed powerful yet perhaps not always recognized, as they can be disguised as something simple. I feel humbled to witness them and with such frequency at Valley.