‘Know in 24’ Prom­ise Re­flects Breast Cen­ter’s Com­mit­ment

The Standard Journal - - FRONT PAGE - Con­trib­uted re­port

Su­san Grout’s stress level would have been lower in 2001 if she didn’t have to wait. She was di­ag­nosed with breast can­cer that year. It took three weeks and a sec­ond mam­mo­gram be­fore she fi­nally met with a sur­geon to find out what would hap­pen next.

The fol­low­ing sum­mer a lump was found in her other breast and she had to wait a week to find out it wasn’t can­cer.

“That week,” she said, “was longer than the three weeks be­cause I knew what would hap­pen if it was can­cer.”

Seven­teen years later, she can still re­call the anx­i­ety of not know­ing. The staff at the Breast Cen­ter at Floyd pledges to make sure no one has to ex­pe­ri­ence that feel­ing of liv­ing in limbo ever again. With its “Know in 24” prom­ise, the cen­ter is cel­e­brat­ing its 10-year an­niver­sary of de­liv­er­ing a quick and com­pas­sion­ate re­sponse to pa­tients who get a mam­mo­gram.

“I think from the minute you walk in the door it is a wel­com­ing place. Those ladies at the desk are very friendly and help­ful,” Grout said.

Su­san Grout’s hus­band, John Grout, is im­pressed with the Know in 24 prom­ise and un­der­stands how dif­fi­cult it is to make process changes work. He is a busi­ness pro­fes­sor at Berry Col­lege and is an ex­pert in pro­duc­tion and op­er­a­tions man­age­ment. Grout also ad­vises the qual­ity com­mit­tee of Floyd Med­i­cal Cen­ter’s board.

The will­ing­ness to ab­sorb nec­es­sary la­bor costs and cre­ate work sched­ules that get the job done re­quires a com­mit­ment.

“That costs money and it is all the more ad­mirable that Floyd is not go­ing to cut that cost, be­cause I think know­ing in 24 hours is a won­der­ful gift to the com­mu­nity,” he added.

Dr. Paul Brock, a gen­eral sur­geon with Harbin Clinic who was in­stru­men­tal in the cre­ation of The Breast Cen­ter at Floyd, agrees with Grout about the im­por­tance of the prom­ise.

“It’s al­ways been the right thing to do,” Brock said. “It’s a lo­gis­ti­cal prob­lem for the cen­ter but it be­comes a per­sonal prob­lem for the pa­tient. Now pa­tients are di­ag­nosed within 24 hours and are in a sur­geon’s of­fice in a week with treat­ment plans be­ing made.”

That abil­ity to re­spond quickly to all pa­tients re­quired plan­ning and co­op­er­a­tion, said Aimee Grif­fin, Di­rec­tor of the Breast Cen­ter at Floyd.

“My un­der­stand­ing is that in the past at other places, if you were a med­i­cal pro­fes­sional or if you knew peo­ple who knew peo­ple it got you cer­tain treat­ment, and you would know faster than three weeks,” said Grif­fin. “We asked our­selves ‘how can we de­liver that level of ser­vice to ev­ery­body?’” she said.

Grif­fin said the process has got­ten so ef­fi­cient that now, a lot of times if a woman comes in for a mam­mo­gram in the morn­ing, they’ll get a call about the re­sults af­ter lunch. That is the cul­ture at the cen­ter, thanks largely to a ded­i­cated staff of around 35.

“Very quickly the staff be­gins to see the im­pact that has on a pa­tient,” she said about de­liv­er­ing re­sults quickly. “So, now every time they make that phone call they get to hear many women ex­hale and say ‘thank you very much.’’

The Breast Cen­ter at Floyd is lo­cated on the third floor of the Harbin Clinic Tony E. War­ren, M.D., Can­cer Cen­ter, 225. W. Fifth St., Rome. Call 706.509.6840 to sched­ule an ap­point­ment.

Newspapers in English

Newspapers from USA

© PressReader. All rights reserved.