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Scheduling in Compassion: Louise Whitehouse
Compassion and kindness are the cornerstones of patient care, according to this month’s Service Hero Award Recipient, Louise Whitehouse. Whitehouse, Administrative and Residency assistant in BWH’s Division of Oral Medicine and Dentistry, was nominated for her work with scheduling medically compromised patients with developmental disabilities for dental rehabilitation in the operating room.
“Louise takes the steps to go above and beyond the protocol in scheduling these patients,” said Joseph W. Costa, DMD, who nominated Whitehouse. “She’ll sit with the patients’ families in the waiting room, answering their questions and working to allay their fears.”
“Going into the OR can be a frightening thing for these patients and their families,” said Whitehouse. “They need someone with compassion who will take the time to answer all their questions. They need someone to act as an advocate, because they are often unable to speak for themselves. That’s what I try to do.”
Although Whitehouse can accomplish much of her work via phone, she tries to meet many of the patients, their families and caregivers in person. On occasion, she has been invited to visit group homes for people with developmental disabilities, has attended former patients’ holiday parties and is planning to attend a summer outing with members of one group home.
Whitehouse was thrilled to receive the Service Hero Award.
“I feel that what I do is appreciated by the hospital,” said Whitehouse. “Patients’ families also make me feel that going to that extra level of care is worth it. To me, that is the ultimate reward.”