Jazmin Serrano
Update: I was given a patient satisfaction survey card to share my feedback; however, I am receiving a “failure to deliver” notice. I am posting my feedback here in hopes that LSC will review and address these concerns. Hello, My name is Jazmin S., and my husband, Abraham A., underwent a procedure yesterday with Dr. Eloy. I am writing to express my concern regarding the lack of communication and family inclusion throughout the experience. As a nurse practitioner and a PACU nurse with over 15 years of experience, I found the handling of family communication at your facility to be significantly below expected standards. After my husband was taken to preoperative care, I waited approximately 30 minutes before asking Kim if someone would be speaking with me about the procedure details, expected duration, and overall expectations. I was told that my phone number was on file and that I could leave, with reassurance that I would be contacted. However, I later learned that my husband requested my presence twice, and I was never notified. When I returned around 9:30 AM, I again asked Kim whether families are routinely updated. I was told, “No, that’s my job,” which I found concerning, as it suggested limited clinical communication from the care team. Eventually, Steph, RN, brought me in and was professional and apologetic for the experience. However, neither my husband nor I received any direct communication from Dr. Eloy. Additionally, upon my return, anesthesia staff were discussing episodes of atrial fibrillation that occurred during the procedure with my husband while he was still sedated, and I was only acknowledged after he asked them to include me in the conversation. Clear, timely communication with family members is a fundamental component of patient-centered care and is critical for safety, understanding, and post-operative recovery. This experience did not meet that standard. I hope this feedback is taken seriously to improve communication practices moving forward. ************************************ From a family member’s perspective: I am a nurse practitioner with extensive experience across multiple hospitals in Northern New Jersey, most recently working as a PACU nurse. Based on that background, I find the lack of communication between this facility and families to be highly concerning. In my experience, families are typically kept informed of patient progress, providers communicate updates directly, and expectations are clearly outlined. In this case, four hours passed without any communication. It was only after I inquired that I was informed my husband had been in recovery for approximately 30 minutes. This level of communication falls short of standard practice. When appropriate, family members are an essential part of the care process. The absence of timely updates and transparency is disappointing and does not reflect a patient- and family-centered approach to care.