My daughter, Casey, has many diagnosis including CP. She is not mobile and can not bare weight on her legs/feet. She will be seven next month. Her bones have gotten more and more brittle with each X-Ray. We are so careful with her and have been able to avoid fractures for the most part. However, a few weeks ago while loading Casey into our car to head to the hospital for her weekly PT her foot got caught. It was a split second and she started to yell and cry. Luckily we were headed in the right direction.
Instead of going to the ER where I knew we would sit and wait all day for them to check her out, I decided to call her Physical Therapist, Margaret. I explained what had happened and that Casey was very upset and we want to get it checked out. She told me to come on up to the outpatient area and they would get her checked out. As soon as I hung up the phone Margaret called Dr. Dehne's (Casey's Ortho) office. Dr. Dehne was not at the hospital, but his nurse, Gina was there and took the call. Gina took it from there. Gina got a hold of Dr. Dehne and told him what happened. She had him write orders to get an X-Ray and that she would call him when the image was ready. Gina then went over to records to get Casey processed for the specialty clinic they were doing that day so that she could get more than just PT services. When we arrived (we only live 20 minutes away) everything was ready. Casey went with Margaret and did some stretches while I gave them updated copies of all of our insurance cards and signed my life away (as standard practice with all medical appointments). When I finished the paper work Gina had X-Ray ready and waiting. We got our images and went back to stretching with Margaret while we waited for the results. The paperwork, X-Rays and walking to and from took up about 35-40 minutes of our 50 minutes PT session. We had about 10 minutes left to stretch and as soon as we were done Gina was back to get us. We walked over to the clinic area and she pulled up the images. Dr. Dehne actually sat by his phone and waited for her call. Casey had a fracture and he wrote for her to get a cast. Gina showed us the X-Ray and his other clinic nurse joined us with the casting tech to get Casey's foot set. We were only there maybe an extra 30 minutes after our scheduled time to be there. If we had gone to the ER, there is no way we would have been out in less than 4 hours.
The next week when we went back for PT Margaret and I joked about Casey having a VIP pass. She said she was even impressed with how well everything lined up. The fact that a doctor sat and waited by the phone is unheard of - Dr. Dehne did for Casey though.
I was worried about Casey's foot swelling in the cast. That evening while we were sitting at home, Gina called. She was worried about swelling as well and just wanted to make sure Casey was okay.
We see Dr. Dehne and Gina every six months for Casey's CP/ortho issues. In between appointments if we need equipment, letters, anything at all they are so great about getting back to us often in the same day. They go above and beyond. Their office got us started with Margaret almost 4 years ago as well. Margaret has been AMAZING. She communicates with all of our DME's and doctors, and she always try to find things Casey will like to try and make PT fun, and she has become like part of the family. We are really lucky to have such an caring medical team. I think this story is a great example of the right way to treat patients.