Dr. Nathan Heinzerling
Each month, Akron Children’s recognizes an employee for providing a memorable patient experience. Our most recent honoree is Dr. Nathan Heinzerling, trauma medical director and pediatric surgeon on the Golisano campus in Akron. He recently received this feedback from a happy – and relieved – parent:
“My daughter is curious and smart. We got a little busy helping a family member move – and my sweet, curious girl popped a quarter in her mouth. She swallowed, and then she realized her mistake. She ran to the bathroom to get the quarter up, but it was stuck. We heard her struggles, discovered what had happened and rushed her to Akron Children’s.
“They checked her in and called Dr. Nathan Heinzerling in to remove the quarter. Within 2 hours from our arrival, he’s talking calmly to my family – and he had us all confident that she was in good hands. He walked out to us in the waiting room after surgery, the quarter in a jar, and assured us everything went smoothly. My baby was resting and should wake up soon.
“Before surgery, I’d promised to find her a blue ice pop to eat after she woke up. Dr. Heinzerling told us in the waiting room where an open dining spot was in the hospital. We got food, but no luck with blue ice pops. I passed him coming back, and he was likely returning home after being called in to save my daughter. I thanked him again. He was our hero!
“When I returned to the waiting room with the food, the nurses were calling that my daughter woke up. I got back there as quickly as I could. She was awake and eating a blue ice pop! I cried and thanked them. I mentioned that someone from before must have remembered her blue ice pop. The nurses told me it was Dr. Heinzerling who made sure that my girl got it. That kind of above-and-beyond care for your patients is not common anymore! Our deepest gratitude to you, sir. You are a fine doctor, a skilled surgeon and a great person. God bless you!”
Dr. Heinzerling, how did you feel when you read the comments from this grateful parent?
These comments meant so much to me. It warms my heart knowing I was able to ease the experience, not only for the patient but their family.
You’re focused on performing this surgery and providing a good outcome, yet you remembered a little detail like the blue ice pop. Do you make a conscious effort to listen for special ways to make patients happy?
Any surgery, no matter how big or small, is scary and stressful for the patient and their caregivers. If there is an opportunity to make their time at Akron Children’s easier, much like a promised ice pop, I am happy to be part of that team.
What do you like best about your job as a surgeon?
I love the ability to help patients feel better quickly with surgery. Additionally, I enjoy the diversity of my job with helping tiny, premature patients up to adults. No day or patient is ever the same, and my job reminds me of that every day.
What does family-centered care mean to you?
It’s understanding every family looks different, and part of my job is to respect that. The patient is my core responsibility but also knowing their family dynamic and how to help before and after surgery. Our team at Akron Children’s does a wonderful job from check-in until discharge. I’m very proud to be part of that team.
Do you want to make a difference in patients’ lives? Join the Akron Children’s team!
