Inside Duke Medicine
Susan Harrigan: Great service, personal attention
posted September 28th, 2009The wife said she had never encountered such service and personal attention in a hospital before.
Susan Harrigan, assistant to Duke Raleigh CEO Doug Vinsel, made a great impression on the wife of a patient.
The wife was in the Same Day Surgery waiting area while her husband had surgery. She needed a quiet workspace, so she took her laptop to the lobby waiting area across from the gift shop. She turned her chair to face the fireplace and covered herself in a blanket to keep warm. Susan noticed and offered to take her to the Administrative Board Room, with its comfortable leather seats and quieter atmosphere. As the wife worked for the next two hours, Susan also asked many times if she was comfortable or had other needs. The wife said she had never encountered such service and personal attention in a hospital before.