“Exceptional” Care During a Scary Time

When Ryan Winterink and his wife Kaitlyn realized their 19-month-old son Nash needed urgent medical care this past October, the thought of going to an Emergency Department (ED) was a difficult and scary decision for them both. 

Ryan, a Security Operations Supervisor at Lakeridge Health, and Kaitlyn, a nurse at Neupath Centre for Pain and Spine, were well aware of the challenges hospitals are facing with an early influenza season and ongoing COVID-19 transmission overwhelming EDs and paediatric units as flu cases among children soar. 

However, Nash, who had just recently been declared cancer-free after a year-long battle with retinoblastoma, was struggling to breathe and the couple knew he needed to be seen at an ED right away. 

The family arrived at the Oshawa Hospital ED the evening of October 4 and “right from the start, our interactions with staff across all the departments were exceptional,” said Ryan.

“The staff in the ED offered Nash a popsicle and took their time with him. We saw a doctor quickly and were referred to the paediatric team. When he needed an x-ray, the team helped with his stroller, handed me a tissue to wipe his tears, and were quick and efficient to get the tests completed. As well, the lab technician was gentle and consoling, offering my son a blanket and making every effort of taking a blood sample less stressful for him.”

Nash was ultimately admitted to the Paediatric unit and Ryan explains that the outstanding experience continued there. “All the staff were great! They always offered to help, listened to our concerns, and comforted my wife,” he says.

Ryan and his wife were equally impressed with the environmental services team. “They always knocked before coming into the room, told us exactly what they were doing, and asked every time if there was anything else we needed. Many times, staff would strike up small conversations that brought smiles and laughter to our room.”

Ryan shares that this is not the first time that they have received excellent care at Lakeridge Health. “Nash was born at the Oshawa Hospital and we had the same positive experience.”

He stresses that “it really was the many little things the team did that made such a difference. We are so grateful for the friendly and kind care we received during a very stressful time for our family."