Larry:

 

I wanted to give you feedback on Brenda Pandoff, the Medical Assistant in charge of my case.

 

My doctor recently prescribed catheters as part of my recovery plan following a recent prostatectomy. He told me that the supplier would get in touch promptly and that I'd have my catheters quickly. Wow, was he right!  USI lists themselves as an exemplary provider; this is a well deserved description based on my interactions with Brenda and how quickly my product arrived.

 

I got a call from Brenda the day the prescription went through, she collected all the insurance information needed and we set up a meeting the following day. Brenda's phone etiquette was exemplary. She was polite, listened carefully, was at all times professional and I had a clear understanding of what to expect for the visit.

 

I got a call from Brenda on Tuesday, our meeting day, to confirm that she would be at my house at 1 PM, exactly the pre-arranged time. She came up from Ft Myers and, guess what, she actually arrived at 1pm --- since our addresses are not well marked she gave me a call and, voila!, there she was with a smile and polite introduction. 

 

She explained what she was going to need to show me various catheters and we set up easily in our living room. Once set up, Brenda efficiently went through what was to me a bewildering array of different catheters. She explained each one carefully. She answered every question I had. She explained the subtle differences among the various brands and why some patients might like one over another --- without appearing to push any one brand; the message being that patient preference is the clear driver.  She clearly explained the need to measure urine output pre and post catheterization and helped me better understand why it was so important. 

 

Brenda's comportment during our meeting was impeccably professional. She was well informed, knew her brands and exhibited excellent communication and listening skills. A little appreciated trait perhaps, but she was so patient and empathic. It is an understatement to say that one doesn't look forward to having to catheterize oneself. It was reassuring to have a person take the time to explain things thoroughly; I never felt rushed. I felt that Brenda had sufficient experience with a range of patients that she could relate well with what some of my anxieties were; this also helped reassure me and gave me a level of confidence higher than before her visit. I truly appreciated that.

 

When the explanations were done and I had no further questions, she simply said try out the samples and you'll quickly gravitate towards your top two preferred brands --- I'll call you Friday she said. Sure enough, she called Friday and I knew exactly what I wanted and why. Brenda took my information and told me when to expect the packages. Turned out, the delivery people were prompt with a Saturday afternoon delivery.

 

Your company, USI, advertises itself as an Exemplary Provider. The exemplary performance of employees such as Brenda is the backstop to the truth of that claim. As a person who spent nearly 30 years in senior management positions in the pharmaceutical R&D  and Medical Device fields, I am keenly aware of the value that people like Brenda add to an organization; you are fortunate she chooses to work for USI. I was both fortunate and grateful to have made her acquaintance and hope she continues as my contact.

 

Sincerely,

 

James R.