Lutheran Medical Center Honors Its Patients

As a part of its annual patient appreciation week, on February 3 Lutheran Family Health Center in Sunset Park chose to honor two long-time patients who have continuously improved conditions at the hospital through a series of recommendations to doctors and staff.

“Patient feedback helps out so much,” said Patient Relation Representative Miriam Cisneros. “We’re always asking patients how to improve our services. We try to understand what they really need from us.

“We always like to see people leaving with big smiles on their faces,” she said.

Honorees Raymond Acosta and Djava Conwell received small plaques and gift bags from hospital administrators, who praised their commitment to improving LFHC services.

Conwell, a Bed-Stuy native who has been coming to the center for nine years, said that staffers willingly go the extra mile to help out their patients.

“The service is good. The people are good. You couldn’t pay me to go to a neighborhood doctor,” she said. “They’re just so hands on [at Lutheran]. The staff always comes back with results. Everything is always on point.”

After over a decade of receiving health care services at LFHC, Acosta said that he “appreciates care and support from doctors and staff.”

Director of Adult Medicine and Specialty Care Anne Marie Sabella said that constructive criticism is essential to improving patient experiences at the center.

“I’ve been here for 17 years. A lot of times patients would be waiting a long time or going to the wrong offices,” she said. “What benefits me is listening to our loyal patients.

“Having the feedback makes a huge difference. Hearing from the patients, they see such a tremendous change. It’s very important that they feel like this is their home,” Sabella said.

“In health care, we really have to appreciate the patients,” LFHC Board of Trustees Vice President Gabriel Rincon added. “It’s a human environment, and people make mistakes. Improving conditions is absolutely a joint effort.

“We’re here to enhance the program. If you help us it will be the best place to get care,” Rincon told the crowd of about 25 people.

Zerena Khan, the center’s patient service coordinator, said that “patients feel like they need to be listened to. It’s nice to acknowledge them.”

The largest site in the LFHC network, the Sunset Park location provides adult medicine, specialty care, oral health, women’s health and pediatrics services.

“I like the feeling of satisfaction in helping other people,” Registration Supervisor Theresa Basso said. “It’s good to let patients know that they’re heard.”