I have been a patient here for nearly 15 years. I come with a complex skin condition and a complicated medical history that puts me at higher risk for complications, which makes me a challenging patient by any measure.
I’ve had several procedures over the years, and my most recent one did not go entirely as hoped. Out of probably more than 20 incisions in those years, this particular one did not heal as expected, and it became one of those uncertain, “what’s the cause, what if we could go back” situations with no 100% right answers. In that moment, I was honestly very upset at this unfortunate situation and I could have easily placed blame.. and the practice could just as easily have deflected responsibility at the same time.
Instead, when I asked why, Dr. Hubbard walked me through several possibilities, including the chance that something on their end may have contributed. I doubt many practices would openly say that, given liability concerns or whatever reasons these days. That humility and authenticity from such an experienced surgeon meant everything to me. It confirmed what 15 years had already shown me, and even shifted my perspective. Rather than pointing fingers, I decided to focus on resolution (of this one that didn’t go well but be thankful for the other 20 that went very well), and coming to terms with the fact that even if something had been done differently, the complication may have still occurred.
Rather than complain, I chose to trust the team that has cared for me for the past 15 years, and I’m glad I did. Dr. Hubbard and every staff member handled the situation professionally and saw it through to the end. Through this difficult experience, my respect and trust for this practice only grew. As someone who sees many physicians, it is always refreshing to find a doctor who possesses not only exceptional skill, but also the character to match.