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A big thumbs-up fyou're wondering who that little old lady Iin the small blue car is giving a thumbs- up sign to u passing ambulance, it's just Mary Kipfer's way of saying thanks. You see, the Waterloo Woman knows what it's like to be in the back of an amlnr lance racing for your life to get to the nearest hospital. Six years ago she had a major heart attack;stnd a local ambulance crew was able to get hehto St. Mary's Hospital in the critical Ml-minute period after it started. It saved her life. So when she was feeling similar chest pains two weeks ago, her husband Ray didn't hesitate and called for another ambulance. Mary said it seemed like they walked through the door just as Ray hung up the phone. Within eight minutes local paramedics were once again assessing her and some of her critical information was being wired back to St. Mary's CArdiac Care Centre. Her chest was tightening and her blood pressure was spiking, but they reassured her that everything was all right and they kept her calm in what was obviously another stressful situation. Womari thanks EMS workers for their help during health emergencies "All I was thinking was here we go again," said Kipfer. "It was the same sort of pressure on my chest I felt during my hear? attack," Luckily, this time it just turned out to be a gallbladder attack, the first of Mary's life. And while she awaits some of the results from her most recent health crisis. the 67- year-old had nothing but good things to say about the professionalism of the people who treated her and the speedy care she received. "Time after time people do nothing but complain," said Kipfer about how the health-care system responds from that first phone call for help. "They should be grate- ful. "I know there's waiting times. My hus- band went in with a cut finger one time and it took six hours to fix it, but it wasn't urgent. [just felt so bad because I've been treated so well by the emergency people." She didn't know how to thank the people so she contacted the Chronicle and shared her story about her positive experience with the health-care system and the professional- ism of everybody involved. 'All I was thinking was here we go again. It was the same sort of pressure on my chest I felt during my heart attack." -r.e Mary Kipfer Local heart-attack survivor By BOB VRBANAC Chronicle Staff "I dont know how to thank the people," said Kipfer. "Even the lady who takes the call knows what to do, she's sending us the right people right away. Mary Kipfer, with her dog Watson., gives the thumbs-up sign to local emergency workers for their professionalism in helping her through her latest medical crisis. The Waterloo woman doesn't think EMS workers get enough credit for the good job they do. - "thefshouifan be commended. As soon as my husband said I had a heart attack she said the crew is on their way and they were CITY NEWS walking through the door before he could put the phone down. It's amazing" While she waits to say thanks in person to the people who helped her Feb. 28, she's come up with her own unique way of show- ing her gratitude. 10pr said she's been going around the “Wm WAT ERLOO CHRONICLE . Wednesday. March 19, 2008 . 3 last two weeks giving a thumbs-up to every ambulance that passes by. She wonders if a few of the crews are wondering who that crazy old lady is, but it's just her way of showing she appreciates the work that they do. "Every time I see an ambulance I go like this," said Mary as she gave the thumbs-up sign. "They probably don't see it, but I just wish there was some way I could acknowl- edge them because they're just so great. John Pmo, the director of emergency medical services for the Region of Waterloo, said they don't hear those types of stories enough and promised to pass on Mary's message to the ambulance crew involved. 'They deserve eve/ythihg the) get, plus more." "Typically people are quick to complain but very slow to say thank you," said Prno. "We're not in the business of asking for peo- ple's thanks all the time, but it's a nice touch when staff hear the thank yous as well. "We always appreciate them." Prno said local EMS workers have made a real commitment to patient care, even tak- ing special courses to brush up on their gur- ney-side manner. He said they know they often see people at the worst time in their lives, when they're scared and worried about what will happen next. "We've made a real effort on something called Citizen Centred Service," said Pmo. "In the commercial world you'd call it cus- tomer satisfaction. "People aren't really our customers, but it's a service they pay for and they deserve to have at a certain high quality. And all of our staff has had at least an eight-hour session that talks about things you wouldn't really think about but it makes a difference." "We approach everything in a nice quiet, calm manner, and that's our business - we take care of sick people." The little reassurances they can give in the first moments they connect with a patient can help put their minds at ease. It's about making that human connection. "We tell our staff that this might be your fifth heart attack today ... and youve seen it all," said Pmo. "But you've got to remember that the guy who is having the chest pain is probably having the worst 10 minutes of his life. "You have an opportunity to impact that 10 minutes. We approach everything in a nice quiet, calm manner, and that's our busi- ness - we take care of sick people." - lohn Pmo Waterloo region’s director of emergency medical services