When Every Moment Counts: A Grandmother’s Gratitude for Oswego Health’s Emergency Department
When five-year-old Sophia was transported by ambulance to Oswego Health’s Emergency Department after a neck injury, her family was terrified. What could have been a chaotic, overwhelming night turned into a moment of calm and care—thanks to the compassion and professionalism of the Oswego Health team.
I am writing to tell you how amazing your Emergency Room staff were when my five-year-old granddaughter, Sophia, was transported by ambulance for a neck injury. It was a frightening experience for all of us, but from the moment we arrived, the care team put us at ease. They spoke to us in a way that calmed our anxiety, were swift with her diagnosis and treatment, and guided us step-by-step through X-rays and the admission process. Most importantly, they explained everything to Sophia in terms she could understand so she wasn’t scared.
In the rooms near us, there were two elderly women who were clearly struggling—likely with dementia or another condition causing confusion. They were loud, upset, and at times unkind to staff, but it was obvious their behavior came from fear. They wanted to leave, couldn’t remember if they had eaten, and both were dealing with bowel issues (which, of course, made Sophia laugh). What struck me most was how the staff treated them—with patience, dignity, and unwavering respect. In moments like those, when it would be easy to get frustrated or short, our nurses and care team instead showed true compassion. That meant so much to me, and I think it’s important for our community to hear how extraordinary this team truly is.
The staff even let Sophia see her CT images, which brought a smile to her face. By the time she was discharged—with a popsicle in hand—we were home within about three hours. With her younger brother waiting at home with a sitter, that efficiency mattered so much to us.
We have had custody of Sophia and her brother for four years now, and at our age, these experiences can feel overwhelming. But your staff made everything so much easier. Sophia is doing well and back to her normal self, and for that, we are so grateful.
As someone who worked for Oswego Health for 35 years, I was proud to witness the care, compassion, and professionalism your ED and Registration staff provided. Please commend them on a job well done
With gratitude,
Cathy Conzone
We’re deeply grateful to Cathy for sharing her story—and to our incredible Emergency Department and Registration teams for continuing to show our community what compassionate, patient-centered care looks like every day.