Medical Center of Aurora January 05, 2016

Courtney Caldwell can see clearly now thanks to the kindness and generosity of her care team at The Medical Center of Aurora (TMCA) in Colorado.

Caldwell lost her eyeglasses and, as a mother and wife working two jobs, she didn’t have time or money to replace them. She soon began experiencing painful symptoms, including dizziness, headache and loss of side vision.

Her husband drove her to TMCA’s Centennial Medical Plaza when she had a sudden onset of slurred speech one afternoon. She was transferred to TMCA’s main campus and underwent a full series of tests including a CAT scan and MRI to determine the cause.

“They made me very comfortable at all times and I felt like I was at home,” Caldwell says. “The doctors and nurses listened and cared for me.”

Her doctors ruled out a stroke, and suspected that her symptoms were likely due to uncorrected vision, but kept her overnight for observation just in case. She went home the next day.

Coming back into view

As luck would have it, Caldwell worked for a catering company that had been hired for a TMCA Facility Leadership Development Institute
event that same week. She was able to thank the attendees in person for their time and attention.

Upon hearing her story, TMCA employees decided to collect donations on her behalf. At the end of the day, they presented her with over $300 so that she could replace her eyeglasses.

“This has totally changed my life,” she says. “I’m so happy with my new glasses and so appreciative for the fact that they were willing to give. It was a very emotional moment.”

By putting patients first, TMCA ensures that patients like Caldwell feel safe in a difficult situation.

“Our employees always try to see the world through the eyes of our patients,” says Erica Rossitto, Chief Nursing Officer at TMCA. “Our values are defined by our employees and they work to build our culture of excellence.”

“This story just shows how our front-line leaders go above and beyond to help our patients. We are able to touch their lives on a daily
basis. To us they are more than metrics or numbers on a page; they are our friends and neighbors.”

Serving the community

Caldwell embarks upon a new challenge next year when she begins a stint in the U.S. Navy. She and her family are moving to Florida, but plan to return to Aurora one day. There’s a reason for that. Caldwell feels a real connection to her community, and she says that TMCA mirrors its values of love, support and sincere understanding.

“The whole experience will stay with me the rest of my life,” she says. “Everyone was so kind and treated me like someone who mattered. I feel gratitude from the bottom of my heart.”

From Winter 2016 issue of "The Patient Experience @HCA"