By now, readers of my blog, employees, and colleagues know how much I value doing the right thing. I received the email below from a prospective patient and cannot recall experiencing a greater sense of pride than I did when I read her comments.

Earning customer trust and confidence is not the easiest task, especially where health care services are concerned. Without the dedication and commitment of LSI's phenomenal staff and your continuous feedback through emails and comments, accomplishing this feat would not be possible. Both components have been essential attaining our goal of providing our patients the highest level of service.
 
Please feel free to comment on this post and share your experience, whether at LSI or other health care facilities.

Dear Bill:

I contacted the Laser Spine Institute a few weeks ago and found out I was a candidate for cervical surgery.  I was so excited and worked with a wonderful patient advocate, Casey Sanders.  I was put in touch with a nurse, Dee, because I am a coumadin and plavix patient because I am positive for Factor II and my body makes blood clots.  I got clearance from my blood specialist and he sent all the information down.

After three of your anesthesiologists looked at
my records they all agreed that the risk was too high that I could have substantial visual loss from possible blood clots. (that is where my blood clots tend to go, the retinal arteries.)  They told me I was not a candidate for ambulatory surgery and should consider a hospital setting where I can be carefully monitored.

I have to tell you that I am in extreme pain, so I was very disappointed with the news. But I have a lot of respect for your facility and the doctors who put my best interest first.  They did not try to do surgery in a situation that could have put me in a lot of
danger.

So I just wanted to tell you how impressed I am with your facility, the physicians who made the decision, Casey Sanders and Dee, my nurse.  I wish the Laser Spine Institute the best in the opening of their new facilities and would recommend them to anyone.

Sincerely,
Crystal R.

Yvonne's story was featured in last month's issue of our monthly newsletter, The Spinal Column. Having led an active lifestyle, prior to debilitating back and neck pain, this story resonated with me, as I'm sure it will with many of you.  Regaining the ability to do the things you love, whether it is walking to the park or on the beach, playing your favorite sport, dancing with your spouse, or holding a child or grandchild, is truly liberating. If you are experiencing back or neck pain, I hope that you find these stories encouraging and know that you're not alone. Enjoy!


As a result of an  accident in 2006, Yvonne Renaud sustained thoracic [mid-back] injuries, which took a toll on her life. "I never ever understood or had much sympathy for people who complained about back pain...until I had an auto accident and started to walk in their shoes.  Before I decided on spine surgery at LSI, I talked to past patients.  Unfortunately, they had cervical or lumbar surgery, but I figured if they had good results, I was confident I would.  A particular patient I spoke to had severe lumbar problems, had been taken to LSI in a wheelchair and he walked out the day of surgery.  That was 4 years ago; he is walking and pain free today.  The best part of your surgery is you don't do fusion.  If patients only knew the choices they had besides fusion, more informed decisions would be made, without having to have additional fusion above and below the original fusions within a few years."  

Eight months after surgery at LSI, Yvonne, 64, contacted her LSI family to report her outstanding outcome and new adventures.

June 8, 2009

Hello.  My name is Yvonne Renaud and I had thoracic surgery November 20, 2008 with Dr. Wolff at your institute in Florida.  He performed surgery for bulging discs with better than excellent results.  They promised me 70-75% decrease in my pain.  In 4 weeks, I attained that level and between 6-8 weeks the results went close to 90% improvement.  As long as I "follow the rules" as set by my physiotherapist, Irene, I am basically pain free.  If I skip the spinal exercises or rest periods, I have a small amount of pain usually by evening, but even that is well controlled with a couple Extra Strength Tylenol.  This surgery has been a wonderful experience and has restored a quality of life I thought was impossible after my vehicle accident.  Please consider me to be in LSI's Patient Spotlight.  I know that the thoracic surgery is relatively rare, and I have had excellent results.  I would love to talk to others who are considering this surgery!

June 30, 2009

To bring you up to date, we are on vacation, having left PA last Saturday.  We are 300 miles from our intended destination of Tulsa, OK, where we should arrive tomorrow.  This is a distance of about 1,300 miles one way.  Saturday, we will slowly start back home, arriving home the weekend of July 11-12th;  a total distance of at least 2,600 miles, all by motorcycle, and yes, I am driving my orange trike the whole way.  My back is wonderful!




July 12, 2009
 
P.S.  We returned from our 2 week motorcycle trip, from PA to Tulsa, OK; home by way of Texas, Arkansas, Mississippi, Tennessee, West Virginia, motorcycling over 3,300 safe and delightful miles with me driving my beloved "Pumpkin Gold Wing" motorcycle.  It was GREAT!!!!!  A dream I never thought 2 ½ years ago I could ever do again!  Thanks to the Laser Spine Institute, and Dr. Wolff...it has become reality!
 

July 13, 2009

Irene, the physiotherapist who worked with me after my surgery, told me about using a small pillow low down on my back for the correct support and no matter where I go, I use one faithfully.  If I don't, ouchies!  If I don't maintain good posture, my back tells me...ouchies.  If I do it right...no ouchies!!!  So once I started to get back into motorcycling and long distant driving at times, I tried many different custom (and expensive seats), as well as back rests.  I found just one that works wonders for me.  It is adjusted as far forward as it will go, and I can ride my Gold Wing trike 4-5 hours without back pain.


August 17, 2009

Ok, here is the picture of me in West Virginia "shooting the rapids", class 5 rapids, which are pretty darn nasty looking, huh?  But boy oh boy what a LOT of fun they were!  I am trying to talk my hubby into taking me back there the first part of September.  I want to do the intermediate rapids, 6 hours on the river for my 64th birthday.  Am I crazy or what?

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In my last post, I shared protection and prevention tips from our Functional Rehabilitation and Physical Therapy Director, Irene Rademeyer. Some individuals may not have been aware of the effects of sporting activities on the spine or how to minimize risk and damage to this vital body structure. As such, I hope that you found our tips helpful and informative. 
 
Some persons may have read that post and thought, oh well, if only I had known or it's too late for me now. If you are one of those folks, don't despair because you may be able to return to the things you love!  Laser Spine Institute has successfully treated several athletes, helping them to get back in the game. One such individual is Captain Norm Isaacs, host of Fox Sports Network's Big Game Fishing the World.
 
Captain Isaac's story was featured in June's issue of our newsletter, The Spinal Column. I chose to share his success today to encourage others who may be deprived of an active lifestyle, due to debilitating back or neck pain. Enjoy!


Back to Big Game Fishing

It is hard to describe a man like Captain Norm Isaacs. If you were to meet him, you would quickly realize that a life with back pain was not an option for Norm. He has lived an exciting life from signing a contract with the New York Yankees right out of high school to working as a flight instructor to becoming a professional big game fisherman.


Since 1986, Norm has dedicated his life to his career of professional big game fishing and shows on Fox Sports Network such as Big Game Fishing the World, Big Game Bites and Inside Big Game Fishing. Big game fishing involves tremendous physical strength and balance hooking up fish like 800 pound marlin which would be a difficult task for anyone to accomplish.

Living an active lifestyle for many years, Norm experienced low back pain and pinched nerves down his right leg that worsened over time. He was diagnosed with degenerative disc disease, bulging disc, foraminal & spinal stenosis and facet hypertrophy. Between fishing excursions, Norm tried several different forms of conservative treatment, such as chiropractic, physical therapy and acupuncture to relieve the aggravating pain.

He was apprehensive at the thought of spine surgery and concerned that it would affect his career and true passion for fishing. Norm knew that after failing conservative treatment, this was the best option. Once he came to LSI, he was pleasantly surprised by the atmosphere, caring staff and five-star service he received throughout his outpatient treatment.

In September 2008, Dr. James St. Louis performed a laminotomy & foraminotomy and a few days later, Norm was amazed at the difference. He commented, "You don't realize how much you missed feeling good - until you feel good!"

Ten months after his surgery, Norm stressed that his back is no longer bothered by bending down and picking up fish or spending days on the boat. He mentions that Laser Spine Institute is "nothing short of a miracle."  Excited about his life after the surgery, he commented on his experience saying, "Absolutely a life changing experience. I'm back on the boats. I'm back to doing the things I normally do. I'm back to playing golf and I'm not hurting."



You can catch Captain Isaacs in action on Fox Sports Network, Sundays at 10:30 AM EST pain free and doing what he loves or click here to visit his website.

You have all read my posts regarding the LSI's culture and the standards that we aim, not only to meet, but exceed. Being our prospective, current, and former patients,you have been instrumental in helping us to achieve our primary goal of providing superior patient care by constantly providing feedback. Undoubtedly, I feel a great sense of pride when our patients confirm that we are achieving our goal.

I have always encouraged my staff to treat everyone who walks through our doors like family and I am proud to see that this is not merely a concept, but the reality. So, please keep the feedback coming, and to all my staff - thank you! Please see the letter below that I received from Mr. Carl Beasley.

Bill,

I just wanted to give you an update and, more importantly, thank you and everyone I worked with at LSI.  
 
As you know, I didn't receive treatment at LSI.  That speaks volumes of the professional Doctors, Nurses and Staff at LSI.  After a new MRI of my lumbar, Dr. Scott and I reviewed the scan and went over the planned procedure.  During our long discussion, Dr. Scott recommended a second opinion.  What happened next is a testament to the LSI Mind Set.
 
Jackie scheduled an appointment for me with an orthopedic surgeon (not on the staff of LSI) for that same afternoon.  Cindy drove me to the appointment, stayed during the consult and returned me to my hotel.  Dr Gordon Holen was an excellent referral choice and reflects very well those with which LSI associates.  I elected to have "minimal invasive"
surgery with Dr. Holen.
 
Although I spent an evening in the hospital for observation, I walked out the next morning and, if not for the minor pain drug, would have driven to my hotel.  I'm recovering very well and can't believe I had "spine surgery" just Even with the change of Doctor and type of treatment, My LSI experience lasted 6 days instead of 5.  Amazing. 11 days ago. No pain meds, walking a mile a day, well on my way to getting my life back.
 
To those believing that medical treatment today is centered on monetary
reward, LSI didn't charge me 1 cent.  Nothing.    Honest caring in the
Best Interest of their Patient.  What a concept.   Truly a Model to be
emulated.  Please relay my story to those in need.
 
Bottom line.  Although I would rather have experienced LSI treatment, I
did receive the Best Treatment for me. Thank you Dr. Scott, Cindy,
Kelly, Jackie.   

Well Done Team LSI.
 
 
Warm regards,
 
Carl T. Beasley
 

Before Rimoun Goris had surgery at LSI, he lived with excruciating lower back pain, which radiated down his arms and legs. These symptoms were the result of a herniated disc and scar tissue buildup from a failed open back surgery. The severe pain affected Rimoun's ability to perform the most basic functions, including  sleeping, walking or sitting. The discomfort had both a physical and emotional impact on Rimoun, decreasing his tolerance level and patience. "If the wind blew against my face the wrong way, I was upset," he painfully recalled.


Three years ago, Chief Spine Surgeon Dr. James St.Louis was able to decompress the disc and release the nerve that was being impinged from excessive scar tissue build-up. Overall, the LSI experience for Rimoun was fascinating! He was impressed with the courtesy and support of the entire LSI team. His recovery time was short, which he thoroughly appreciated, having previously experienced the long and grueling recuperation process after an open back surgery.

Since his LSI surgery in 2006, Rimoun has regained his zest for life! He compares his experience to regaining sight after not being able to see. Free from pain, Rimoun was able to return to normal activities as well as the game he loves - soccer, as a coach, player and referee.

Earlier this year, I told you about my plan for a series of posts, entitled Patient Spotlight - Stories of Hope and Courage. This series, as promised, captures patients' journeys from pain to recovery. Today's post was featured in a previous issue of our monthly Newsletter, The Spinal Column,  and tells the stories of Father Rene Guesnier, Father Joachim Schieber and Brother Mark Kosiba, who have all triumphed over pain and got their lives back after surgery at LSI! Enjoy!

Laser Spine Institute Answers Prayers for Three Benedictine Monks
 
By means of the internet, educational seminars and word of mouth, the good news about LSI's tremendous success traveled all the way to a Benedictine monastery. Conception Abbey, located in Northwest Missouri, is home to three monks, who all suffered from spinal conditions, which resulted in severe pain.

Father Rene Guesnier, Father Joachim Schieber and Brother Mark Kosiba each underwent minimally invasive endoscopic laser spine surgery at LSI in October 2007.The results of their procedures were so remarkable that the Abbey published an article in the Summer 2008 edition of their very own quarterly publication called Tower Topics.

According to the author of the article, Jarrod Thome, "The drastic alleviation of pain in these men's lives borders on the miraculous.Thanks to LSI, they are now able to continue their prayer and work for the good of Conception Abbey, the Church and society without the burden of excruciating pain". If you would like to find out more about Conception Abbey or to read the article in its entirety, please click here.

 

I will be posting a series entitled "Transition from Employees t to Patients- A Testament to our Success."  Our employees strongly believe in what we do and this is evident in the fact that they are confident in placing their health and their family members' care in our hands. As CEO, I take great pride in this fact. For those of you who have been reading this blog for a while, there is at least one thing that you should know about me by now - I like to share stories. So, from time to time, I will post testimonials from employees who have undergone an LSI procedure. Today's post is from Luz Riviera, Patient Relations Coordinator at LSI.


Luz's Story

"I know how it feels to live your life on the sidelines because the pain is too much to bear. But, for every day that now passes I know that there is hope. I know there is true help out there. LSI will always be a blessing in my life! They have given me my life back and that is a priceless gift!"

My name is Luz Rivera. At 37 years old, I have suffered from back and neck pain for as long as I can remember. I have been to every doctor, given every treatment a person could go through, but nothing ever took the pain away. I have taken heavy medication and injections to help take the edge off the pain. I tried sleeping but the pain was so bad at times I was not sure how to position my body in order to sleep. Most times, I woke up feeling as if I had not slept at all.
 
The pain at its worst felt as if weights had been placed on my head and shoulders and I felt as if the bones in my lower back were scraping against each other. I could barely hold anything without dropping it. I found it difficult to comb my daughter's hair. Getting up from a chair, getting out of bed, lifting my arms or legs would cause pain. If I tried stretching or straightening my back, the pain would shoot down my legs and up my back. At times, my hands and toes would go numb. To make matters worse, I had constant headaches. Frequently, I would have to stand and hold myself up for a few seconds before taking a step. There was not a day that went by that I was not in pain. I was physically exhausted, angry, and frustrated at not being able to get relief.  Eventually, I became extremely depressed; it all felt hopeless.

Since I was not responding favorably to any of the treatments that had been prescribed, I was told I had two options:  fusion or "learning how to deal with pain." I had already been to pain management countless times, but in my mind, anything was better than a fusion. I was sent to a rehabilitation center in Santurce, PR. where I learned to do stretches and exercises while being weaned off of the heavy medications. I felt the most relief when the therapists would grab me and pull in opposite directions. I felt like a pretzel, but the pressure was off of my neck and lower back... it was seconds of ecstasy. While at the center, I spoke to others who had just had open back surgery (fusion) and I was very happy that I had not gone through the process.
 
In 2005, I relocated to Tampa, Florida and I discovered the Laser Spine Institute in early 2007, where I later applied for a position. My first impression was how wonderful and friendly the employees were. I silently observed everything around me and I could not believe how everyone went about his or her day to day duties. Did they not understand the impact they were having on others? As The Patient Relations Coordinator, I saw people before surgery, some of them not being able to stand and then witnessed them walk through the door after surgery. After seeing and speaking with so many patients who had successful surgeries, I decided to have the two procedures that had been recommended. I thank God every day for helping me find LSI and putting them in my path. He truly does work in mysterious ways. I had my surgeries, cervical and lumbar in August of 2008 and I have been pain free since then.
 
Now that I look back, my life is so different.  I can sleep through the night. When I wake up I feel rested and refreshed. I go to work, run errands, dance and do not have to make excuses for not having enough energy to get through the day. I no longer take pain killers of any kind. I have no more headaches and I can stretch just like everyone else. I get emotional when I remember all of the wasted years of  being in pain, being in a bad mood, being depressed, taking everything and anything just to be able to get some relief, not being able to sleep without being uncomfortable and in pain. What I regret most is the fact that my children suffered with me during that time. They are now teenagers 14, 16 and 20 years old, but back then all they knew was that mommy was sick.

I can't make up the past, but I can live the future pain free. Bill Horne, Trey Traviesa and the staff at LSI are warm, compassionate and loving people. They truly do care and understand what life with pain is like. I know that there are many people out there being told they must submit to invasive procedures or risk having to deal with pain. I know how it feels to live your life on the sidelines because the pain is too much to bear. But, for every day that now passes I know that there is hope. I know there is true help out there. LSI will always be a blessing in my life! They have given me my life back and that is a priceless gift!

Last week, I visited Arizona to celebrate the opening of our Scottsdale facility. While there, I had the opportunity to spend some time with professional athlete, Peter Jacobsen.  As I watched him interact with fans, I began to think about the celebrity culture in this country and the dynamics of the relationship between celebrities and fans.  Despite the fact that not all celebrities are arrogant, a number of persons are of the view that they are a bunch that could care less about their fans. You've probably seen or heard about celebrities who tend to become annoyed when you ask them for an autograph.  Such response is usually not well received. So, many times we seem to like to talk about celebrities in a negative light and fewer stories of good deeds are spread.  It probably has something to do with our culture. We just love watching a good train wreck, like a Nascar crash or a hockey fight!
 
So, I couldn't resist the opportunity to spread the good word about my friend, Peter Jacobsen, who is more like the guy next door than a celebrity. Peter is a true gentleman, always making time for autograph seekers, greets them with a friendly smile and a warm hug, and is happy to pose for a picture. When you observe him, it is evident that his actions are genuine, never faked because he knows if it were not for these adoring fans, he wouldn't be able to do what he loves for a living. I've never seen any professional athlete or celebrity come close to Peter when it comes to the way he relates to his fans.  What I find equally amazing is how much his real life persona matches his TV persona. 

Some of you may know that Peter is the LSI spokesperson. He had back surgery at LSI and only 10 days after surgery, he was in the lead at the Toshiba Classic, and later won the 2008 Wendy's Champions Skins Game. Since that time, hundreds of people have contacted his company to find out where he had back surgery. Many have been surprised to receive a call from Peter to wish them well and tell them about his experience at LSI. His warm and friendly personality makes him approachable and we are happy to have him as our spokesperson.

Regardless of what walk of life we come from, we all look to others for guidance; athletes are no different.  Peter is truly a model example on how to treat fans and I encourage emerging professional athletes to take a page out of Peter's book. Remember the old saying, "Be like Mike," I say, be like Peter.

I would like to thank everyone who has commented on my posts and shared their experience. In previous posts, I have mentioned how much I like to hear stories. They are important to me for several reasons, two of which I will share with you.
 
First, having suffered from pain, I like to share my personal story with others who have had a similar experience. It is both therapeutic and enlightening, as I am sure that many of you know. Second, as the CEO, hearing stories keeps me attuned to our patients and renders personal meaning to the work of the LSI team. Many of us can relate to a father, mother, or child in severe pain and how it affects their family and life in general. While each story is unique, the common threads of pain, frustration, hope, success and victory often run through all of them; the difference often lies in the order in which they occur.

Several people have told their stories in LSI's monthly newsletter, the Spinal Column.  From time to time, I will post links to some of these these heart-warming stories, which capture patients' journeys from pain to recovery. This month's issue features Barbara Warren, who traveled from the desert city of Peoria, Arizona to the shores of Tampa, Florida to find relief from years of excruciating pain. To read Barbara's amazing story and other interesting articles in this month's issue of the Spinal Column, please click here.