Superb Service from Portal to Post…A Boone Experience

from Gary D. Smith as told by his partner, Randall F. Kilgore

Gary D. Smith, of Columbia, shared this story from the eyes of his loved one using the online submission form. Click here to share your story.

On January 6, 2014, my life partner entered Boone Hospital Center to undergo a radical prostatectomy. The day before, one of the coldest days in the New Year, church had been cancelled, and his plans for announcing the impending operation squashed, he settled in at home for the long wait to Monday’s appointment. You see, January 5 was his 61st anniversary of birth, and he was greeting the birthday with joy and a sense of celebration for life and the promise of cure that would come from the delivery of his Stage I prostate cancer.

Gary D. Smith is the Director of Music and Fine Arts at Unity of Columbia. It is there he also uses that “right brain” mentality to oversee the administrative matters of the congregation. His perfect world of “right brain – left brain” was to be temporarily stalled while the New Year brought about the election to have his cancer removed. Gary was to have announced that Sunday morning at the conclusion of the Unity service that he was to be entering Boone Hospital Center for surgery and would be absent from the office and greater community of faith for a brief time. The “winter weather vortex,” as it was being called, hit and hit hard. Monday seemed like a faraway day to come as we waited through the day and witnessed the many cancellations scroll across the screen of our television.

Monday morning arrived early for us, and we departed home for the inevitable event to come. From the moment we arrived at the surgery center, we knew we had come to a safe place. Smiles that early morning were in abundance, and it seemed as if everyone was waiting just for us on our arrival. I anxiously looked around the large, spacious surgery waiting area and saw the looks of many persons just like me awaiting uncertain news, a lengthy hospital stay, perhaps, or worries of weather wrinkling every part of their faces.

Our wait was not long, and Gary was called to the pre-op area where the capable hands of the surgical team met him with warmth and kind, gentle regards. I was called to the area soon enough, and with such respect and hospitality, it gave me a sense of calm and assurance that all was in order. You see, I serve at Truman VA Medical Center as the compliance and business integrity officer, and oversee the integrated ethics program for that health care organization. Needless to say, with my health care experience and professional background, I am generally on high alert to observe processes and listen thoughtfully to the words shared with the patient and their family during such times pre- and post surgery. It was clearly a seamless process. To a person, I could find no one who crossed boundaries inappropriately.

Gary was taken to surgery and thus began my wait. I was called to the telephone numerous times by the circulating nurse, who provided me up-to-date reports of the proceedings of surgery, and the stages at which the surgeon was doing his tender work. There were no complications, and her assuring voice gave me peace of mind and clarity for what was occurring down hidden halls and behind closed doors in exceptionally clean spaces.

When all was done, I was once again greeted with an invitation to “come on back” and meet with the surgeon and receive his report. I give you Michael R. Cupp, M.D., Urologist! We had first met Dr. Cupp in the Summer of 2013 when problems seemed to persist with Gary’s prostate. Enlarged beyond normal margins, it became apparent that something more was happening and focused attention needed to be given. Dr. Cupp, who I had known through my own associations with his practice, but professionally from years of working in the health care community for which Columbia is known. His excellent reputation proceeded him, and I felt good about each and every discussion we had with him regarding options for treatment.

The post-surgery meeting was no different than all of the other appointments we had together attended. You see, Gary and I have been committed life partners for 33-plus years, and such medical decisions are not made independently. Dr. Cupp treated us with the same respect and due diligence any couple would expect when making such important decisions. He came to me and explained the surgery again, what was encountered, why there a prolonged period in the OR and what then to expect after Gary was released from the recovery area to his room. It was, again, the hallmark of the Boone Experience that became very personal and real in the privacy of the consultation room.

Admitted to the South Tower 5th floor, Gary was awake and asking for me before I realized he was out of recovery. A small “glitch” happened in the surgery waiting area while I waited, and the paging system failed to notify me that I “come on back” to see Gary. Apologies were in abundance from several persons, and a flurry of calls to get me to South Tower was suddenly in play when it was fully realized what happened. I made it to the floor and entered the room where, already, Volunteers had delivered the “post” of the day! He had only been admitted early that morning, and there were Boone Hospital Center “e-Cards” to greet him!

The care for the next 48 hours was exceptional, thorough, and clearly another example of the seamless processes of bedside care. Gary is not an “easy patient”, although delightful and charming he can be, his underlying medical problems are centered around Type I diabetes mellitus. On paper, Gary doesn’t look like a diabetic. His excellent, well-managed day-to-day self-care is clearly not the expected norm for someone who has been diabetic as long as he has. It always surprises and astonishes well-schooled, educated health care professionals and providers that he understands often more about his diabetes treatment than what the textbooks say.

Gary at Dr. Cupp’s office for a follow-up visit.

Day of discharge came one day earlier than anticipated. With excellent incision care, pain management and giving the patient reins to manage their diabetes, Dr. Cupp gave his order and once again we were making our way from the post to the portal from which we arrived. The attitude of customer service, hospitality and “come on back” spirit leaves little wonder that, at the end of the day, you know you will be coming back.

A cold, wintry “vortex” on Gary’s 61st birthday provided the perfect platform for a surgery well-planned, in the warmth and comfort of a sunny and bright spot along the eastern edge of Broadway where that place we call Boone rests high overlooking the community below.

Thank you, Boone Hospital Center! Thank you for being that “come on back” sort of place. From portal to post and home again, our Boone experience was exceptional.