When Janice Bachand arrived at South County Hospital on April 16 expecting a chemotherapy infusion, her family could not have anticipated that her final days were beginning. What they also didn’t expect was the profound compassion they would encounter throughout their experience—an experience her granddaughter Ashley described as “wonderful, despite the circumstances.”

After being evaluated in the Emergency Department, Janice was admitted to Frost 2 for hospice care. She passed peacefully just a few days later, surrounded by loved ones, supported by skilled clinicians, and embraced by the warmth of South County Hospital’s staff.

“My grandmother kept talking about how glad she was to have a ‘living wake,’ surrounded by her loved ones,” wrote her granddaughter. “She was a popular gal for 81, with upwards of 10+ rotating visitors daily—and the staff was beyond accommodating.”

A Team that Became Family

For the Bachand family, what stood out most was the connection between Janice and her care team.

“She felt like she had a personal connection with each and every RN and PCT who cared for her,” the letter continues. “She especially appreciated Sarah (day shift), who had also cared for her during a recent admission. Sarah was a great communicator, a pillar of strength for our family, and someone who could keep up with my grandmother’s sass and humor.”

Care That Extends Beyond the Bedside

It wasn’t just the nurses who made an impact. From the medical team to the chaplaincy, and even the food services and front desk, the family found compassion in every corner of the hospital.

“The team took the time to patiently, calmly, and kindly explain everything when it came to the hard news about the futility of further treatment. That made a real difference for my mom,” the letter explains.

Janice also received spiritual support from Chaplain Ginette Ferzt.

“She spent lots of time comforting my family and checking in with my grandmother about her spiritual needs. We are so appreciative of her compassion and guidance on Good Friday.”

The family noted other thoughtful touches, like the peaceful environment, the quality of the meals, the kindness of the front desk staff, and the comfort of bereavement trays from the kitchen.

A Reminder of Purpose in Challenging Times

“Healthcare is HARD these days,” the letter acknowledges. “We are asking more and more of our clinicians, support staff and administrators, with seemingly less and less in return. Whatever our gratitude is worth, I hope it will help the staff of South County Hospital remember that they are truly making a difference, when it counts the most.”

South County Health President and CEO, Aaron Robinson, says the family’s words are a powerful reminder of what anchors the organization’s mission.

“In moments like these, our entire team rallies together to provide comfort, dignity, and love,” Robinson says. “We are deeply honored to have been there for Janice and her family, and we’re grateful that their experience reflects the heart of who we are.”

Ashley's letter concludes:

“We will not forget this experience and the kindness we received. We thank you from the bottom of our hearts. God Bless you all.”