Friday, April 12, 2013

Patient Satisfaction Scores and Comments from Patient Families from Last Week @ Hey Clinic

Anyone who has ever been to Hey Clinic knows that we take quality control and and guest satisfaction very seriously, with constant team effort to continue to learn and improve.  This effort includes a weekly staff quality and guest care conference that we have each Thursday, where we review our quality measures, upcoming guests who are coming up for surgery, and quality improvement efforts working in concert with Duke Raleigh Hospital, our partner next door.  Our goal for guest satisfaction is to have 100% be either Excellent, or "Best Clinic Experience Ever."  We hit that goal most weeks, but there is always room for improvement.  I am so thankful for our awesome team, always striving to serve better.

This past Thursday we actually had the first half of our Quality Meeting with the hospital staff outside in the beautiful gardens next to Hey Clinic in the gazebo --- since there was a fire alarm drill at 8am!

Here is a sample of our guest satisfaction report from guests seen last week, presented by Sara in my office:

GFA  April 1st – April 5th  48 patients

Ruby  4/5/2013 Rating: Best Ever
Dr. Hey saved my life. I was in so much pain that I wanted to die but my PCP
referred me to you. I went to a neurosurgeon, physical therapist, etc. but no one
could help me and kept telling me nothing was wrong. Thank you!

4/5/2013 Rating: Best Ever
I am just so thrilled that the conservative treatments recommended actually worked
and I’m not looking at surgery now.

Tandra 4/5/2013 Rating: Best Ever
We are just so appreciative of your office and Dr. Hey. It’s nice that someone
understands what Tandra is going through and better yet, is able to help her.

Walter 4/4/2013 Rating: Excellent
Very thorough appointment. We were very surprised with all the people we met and
talked to. Everyone was friendly and knowledgeable.

Mary  4/5/2013 Rating: Excellent
We appreciate all the time the doctor spent with us today discussing everything.

Jean 4/5/2013 Rating: Excellent
Dr. Hey & all you girls here are just so wonderful!

Sharon 4/5/2013 Rating: Excellent
Your office is the best!

Dr. Lloyd Hey
Hey Clinic for Scoliosis and Spine Surgery

Tuesday, April 9, 2013

Nice email from a patient about their experience recently at Hey Clinic.

I am just about to start surgery on Marcus, a 28 yo young man with Down's Syndrome and severe painful scoliosis.  Just saw a second opinion for herniated disc L5S1 and recommended conservative therapy.  Our two spine surgery patients from yesterday are doing well, including the 30 yo woman who had very large adolescent scoliosis which progressed and became quite painful as an adult.  She was sitting up this morning eating yogurt smiling with her husband at bedside who slept in bed next to her!  She told me the nursing care at Duke Raleigh Hospital was "excellent."  Our other patient from yesterday could barely walk preop with spondylolisthesis lumbar with severe stenosis.  He is doing well this morning as well.  

Got this nice note forwarded to me from Tracy from a patient who saw us recently....
Hope you are all having a great day.
It will be a big day here today.

Dr. Lloyd Hey  Hey Clinic for Scoliosis and Spine Surgery. 

 ----- Forwarded Message
From: "Richard
Date: Mon, 8 Apr 2013 17:16:41 -0400
To: Tracy
Subject: List of Physicians

It’s odd to say “It was a pleasure…” when speaking about a meeting with a Spinal Surgeon, but that’s the best way to sum up our meetings this morning at the Hey Clinic. From the greeting when we arrived to meeting Dr. Hey in the hallway, to working with you, it was clear to me that the Hey Clinic is a happy place to be, and it is with this odd sense of happiness that I entrust my very own (and only one) spine to the care of the Hey Clinic.

I have a good feeling about the potential outcomes of this proposed surgery, and a lot of that optimism is due to the explanations that were provided, from when you took the x-Rays to the 3-D explanations, the detailed explanations provided by Dr. Hey and Brittaney Swift.  Thank you all!
I promised you a list of Physicians involved with the care and use of my body, and I have provided them as an attachment to this e-Mail. I’m certain you can find those who should be contacted prior to surgery, and those who will not have a need to be involved in the surgery at all.

Thank you for the care you provided today and kind regards,


Saturday, April 6, 2013

A thank you note for a changed life after 30 years of wanting to have scoliosis fixed.

It's early Saturday morning, and I am sitting at Dulles Airport awaiting a connecting flight as the sun rises, and I get a chance to sit down after a busy couple weeks doing scoliosis surgery four days a week, and also seeing many postop patients and consults.  Yesterday I got a chance to see many smiling families back for follow-up, including many hitting their one year postop "graduation."

Yesterday was NOT a good day to be more disciplined on my low carb diet --- we had two scoliosis families bring us in some delicious sweet treats  --- Lisa and Bob brought in a huge cake with "THANK YOU" on top.  Julia brought in two huge plates of homemade oatmeal-apricot cookies which were out of this world.

Julia (now in her younger 50's) also wrote us a beautiful thank you note which I will take a minute to share below.  We talk a lot at Hey Clinic of seeking to help scoliosis and kyphosis patients of all ages to get help in:
1. Improving/maintaining quality of life (pain, activities of daily living)
2. Improving posture and appearance.
3. Improving and preventing curve progression.

In her letter, Julia explains from her perspective how her adolescent and adult scoliosis surgical treatment helped her in each of these areas.  Thanks for sharing, Julia.
Dr. Lloyd Hey -- Hey Clinic for Scoliosis and Spine Surgery
Dear Dr. Hey,

Thank you for changing my life!  

It is amazing how God works things out.  I have wanted surgery for my scoliosis for thirty years but had giving up on finding a surgeon.  Last summer when I fractured my spine, I decided one more time to find a surgeon.  Instead of using a phone book, I searched the internet.  You were the first surgeon I found.  I didn't even get a second opinion and just know that God was pointing me in the right direction.  From the first time I read your website, even before finding your blog, I have been at peace.

You did amazing work on my back, fusing my vertebrae from T1 to sacrum.  Every member on your team is to be commended.  This was my very first surgical experience and friends told me "Are you sure you want that big a surgery?"  and "Your recovery will be grueling and long."  I can tell you now that I have ZERO regrets.  

This week marks six months since my surgery and already I feel better than I have felt in TEN years.  I can move without fear of pinching nerves, I can sit and stand for hours with no discomfort.  I have a new and wonderful balance and can step over things and maneuver without physical strain or fear of tripping.  I can lay on my back comfortably for the first time in two decades.  My stamina has increased now that I am not battling the painful twisted and unstable spine anymore.  

I can go anywhere I want without worrying about where I will sit when I get there.  I will be able to get involved with church again because I can sit in any chair.  And going back to college has become an option too!  The most unexpected benefit, and I know this seems silly, but I now have a better figure.  I'm looking forward to clothes shopping for the first time Ever.

See, you really have dramatically changed my life.  I thank God for you and pray for you.  

May you and your entire team be blessed.

Thank you from my heart,

Julia M