Treating Patients Like “Family” at UHealth Jackson Urgent Care

On February 1, Anthony Vargas walked into the UHealth Jackson Urgent Care at Country Walk, accompanied by his 11-year-old son, Jason.

Vargas has multiple sclerosis and Jason has autism. The family regularly visit hospitals and urgent cares for varying medical issues.

But their recent visit to UHealth Jackson Urgent Care was unlike any they’d ever experienced.

“Due to his condition, my son can be very aggressive and loud. People that are unaware might not understand and immediately think he is a misbehaved child,” said Vargas.

Vargas describes that “the staff immediately began to help” as soon as they arrived at the urgent care.

While both he and the staff had to hold him down for most procedures, Anthony was surprised at how professional the nurse was and how easily they were able to take Jason’s vitals, check his eyes and get X-rays done.

“They treated me and my son like we were family,” Vargas said.

What shocked Anthony most was his experience with Ana Paola Orozco, MD, the physician on staff that day.

“When the doctor came to speak to us in the waiting room, she asked my son if he would like some cookies,” said Vargas. “Since Jason is nonverbal, he wasn’t able to respond; but she did not miss a beat. Minutes later, a nurse came out with some crackers and juice for him.”

Dr. Orozco’s heart immediately went out to both of them. She noticed that Jason was unable to verbalize how uncomfortable he felt.

“All I wanted to do was make him feel better and show him that not all doctors’ visits are scary,” Dr. Orozco said. “As a mom, I instantly connected with Mr. Vargas and his obvious anxiety over his son’s need for medical care. It is already tough for a parent when their child is sick, and this was heightened by his previous negative experiences when taking Jason to the doctor.”

Dr. Orozco felt bad that all they had to offer Jason was crackers, so she walked to the Publix next door. Within minutes she returned to the urgent care center with a bag of Jason’s favorite cookies: Chips Ahoy. The doctor’s random act of kindness had a profound impact on Vargas.

“I think of what we have gone through in life, having people – even in the medical field – not understand our situation,” he said. “Dr. Orozco’s simple act made my son so happy and, in turn, relaxed and unafraid.”

Dr. Orozco and the entire team at the urgent care center played a role in the top-notch visit the Vargas’  had. They were simply doing their jobs, she says, which is to treat every patient with compassionate, quality care.

“It really touched my heart to hear how such a small act could make such a difference for this family,” she said. “Our patients are our priority here at the urgent care, and we always try to make each patient feel important – as if they were all family.”

To read more of our Nothing Random About Our Kindness employee features celebrating Random Acts of Kindness Week, click here.