March 2010: A Humble Thank You for All You Have Done
Written by: Dr. Michael Weiss

Even in tough economies, this is one expense we’ve always managed to justify.

The process works like this: We catch wind of something positive and tell Lola. She retrieves her file of florists, selects the perfect expression and arranges for delivery.

Lola can’t find the perfect expression for this one: How do you thank an entire community?

On Sunday, April 5, 2009, one of our partners, Dr. Kelly Agnew, sustained life-threatening injuries. His neighbor, an anesthesiologist, called 9-1-1 and initiated medical treatment. Her kind and helpful acts set off the massive outpouring of kindness and helpfulness that quickly followed.

Two emergency teams - Northern Regional Police Department and McCandless Franklin Park EMS - responded to the call with blazing speed and life-saving skill. The efforts of the UPMC Passavant Emergency Department staff to stabilize Kelly were exceptional to a legendary degree. While none of my partners was present, one of our moonlighting nurses was. She said she’s never been so proud to work in health care.

The Allegheny General Hospital trauma team labored through the night and in the weeks that followed to move this talented surgeon and beloved dad, son, brother and friend toward a full recovery. Their actions were so well-orchestrated that I suspect they do the same every day for patients who aren’t high-profile doctors.

Upon learning of Kelly’s injuries, a group of our employees snapped into action, reworking schedules. It didn’t matter that this occurred on a Sunday evening; every Monday morning patient of Kelly’s was called that night.

On Monday, our phone team rescheduled appointments for the remaining patients affected by Kelly’s absence. Our physicians, mid-level providers and support staff worked longer hours to accommodate the need. Our surgical schedulers offered every surgical patient a comparable spot in our other physicians’ services. All but three accepted. In a display of optimism that moved at least one employee to tears, those three patients insisted on waiting for Kelly’s return.

Staffers in our ancillary businesses contacted clients and arranged to keep projects in motion. Our marketing department faxed updates to dozens of referral sources, along with our reassurance that no patient’s care would be delayed.

And then there were the prayers. They never stopped.

The president of UPMC Passavant offered our staff access to an employee assistance program and agreed to hold Kelly’s O.R. block time indefinitely. The president of Butler Health System offered to arrange for E.D. call coverage if needed and promised to keep Kelly’s place on the medical staff leadership intact.

Employees of both hospitals overwhelmed us with their concern and desire to help. For months, my partners and I couldn’t walk onto a nursing unit, into an operating room or through a cafeteria without concerned hospital staff asking for updates on Kelly’s recovery.

Our corporate attorney and external accountant dropped everything to help us refocus the practice.

Current and former patients called and sent cards. Vendors called and sent cards. People we don’t even know called and sent cards. We never did count the phone calls; they poured in too fast. We received so much mail for Kelly that the basket needed to be emptied weekly. He read every card.

We received messages of support from clients of our ancillary businesses, business associates and long-ago friends. Most communications were accompanied by stories of Kelly’s helpfulness at some point in the past.

Seventy-five people participated in blood drives at Passavant and Butler hospitals by donating in Kelly’s name, giving future patients the same opportunity for care.

We received support from other physicians on a scale so large that it defies description.

Of all the supportive and collegial things our physician friends did, the most supportive and collegial was affirming their confidence in our ability to care for patients. They continued to make referrals, and our practice, despite the absence of a key provider, never missed a step.

Every patient was cared for. Every job was preserved. We continued to grow and build and recruit.

When Kelly was discharged, his secretary of 16 years organized a group of volunteers to plant hundreds of red geraniums in his yard as a vibrant welcome home. The planting crew included Pete Nettrour, who joyfully steered the wheelbarrow.

Kelly is back to full orthopedic practice and has reclaimed his seat as managing partner. Today, Tri Rivers Surgical is whole because a health system worked and a community cared.

Lola, however, still has a problem.

If our practice shares the Nettrour belief that no good thing should go unrecognized, how can we adequately recognize so many good things?

The answer is, we can’t. There is no sufficient expression for the gratitude we feel. All we can do is say thank you. We are deeply humbled by all you have done.

Dr. Weiss is an orthopedic surgeon with Tri Rivers Surgical Associates. He can be reached at (412) 367-0600 or info@tririversortho.com.

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