Headwaters hospital committed to excellent patient care
Friday June 6 2008 Dear Editor,
We are writing as a follow-up to the letter from Lisa Laidlaw that was published in the May 27 edition of your newspaper (Parents must advocate on behalf of their children).
It is standard practice at Headwaters Health Care to respond to patient concerns whenever they are brought to our attention. This practice is based on our belief that we can always learn about how we might make improvements in the care and service we provide. One of our chief sources of such ideas is from patients who share their experiences with us.
In the case of Lisa Laidlaw, we had taken that approach and we were still in the process of following up with her about her concerns when her letter appeared in the newspaper. Its appearance in the local paper surprised us for a couple of reasons.  First, Laidlaw’s telling of events does not match with what we had learned during our follow-up. Unfortunately, we are not permitted nor would it be right for us to express our view of events in a public forum. Suffice it to say, our perspective differs from hers in some important ways. However, there are certainly things that we learned from her experience and we will be following up on these.
Our bigger concern, however, is how Laidlaw’s letter might affect the confidence our community has in the care that we provide at Headwaters.  We want to assure your readers of our strong and ongoing commitment to providing excellence in patient care. We also want to emphasize our deep commitment to ongoing improvement and learning from our patients about what we can do to make things better and to providing excellent care for our community.  
Bob Baynham, president and CEO
Dr. Jeff McKinnon, chief of staff

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