Our STORIES
Whether it’s customers, clinicians, partners, or patients and their families, the stories of Ikaria tell the full picture of our commitment to critical care.
Matt Francis, RN, BSN, Sr. Critical Care Business Manager, Ikaria
I was filled with a sense of pride…
“It takes a team effort to help our customers get up to speed on INOtherapy®. Equipment…training…guidance. And many of us at Ikaria play a critical role in that effort. For one hospital, the Ikaria team really showed what that means.
We were just getting started with a new account—a few weeks away from complete setup. And then it happened. A patient at the hospital was in decline and needed treatment fast. If this was going to work, it had to happen fast and be right the first time. And of course it was Good Friday. Many team members, including me, were planning for a day off. No one complained.”READ MORE“You might not realize how detailed and exact our customer setup process is, until you have to get it all done in a few hours. To help this patient, every member of the Ikaria team jumped into action. I felt like an expectant father waiting for our equipment to arrive—and it was there in lightning speed. I provided a crash course on the essentials for the medical team: pathophysiology, pharmacokinetics, and pre-use procedures. The respiratory therapists, nurses, and doctors were all dedicated to getting this done right the first time.
Of course, there were some special challenges. The calibration equipment we needed was not on-site or could not be delivered that day. I ran to a nearby hospital, borrowed their equipment, completed the calibration, and returned the equipment in a matter of hours. I also had to reach out to another hospital in the area to get the necessary disposables. The level of cooperation from everyone, the Ikaria team, the team at the hospital, and the staff at other hospitals in the area, was amazing.
In the middle of all this action, we kept our eye on the patient’s family. One doctor said to me ‘This family really needs something to go their way.’ I was determined to make that happen. And it did. The patient improved and I saw the family members get the news. Many of them came up to me to say ‘thank you.’ I was ‘the INOMAX guy’!
My ‘day off’ lasted from 8 am until about 10 pm. After the procedure, many members of the hospital team wanted to learn more about INOMAX® (nitric oxide) for inhalation and INOtherapy. I was happy to talk to them. And many members of the Ikaria team were with me in dedication and spirit until the end.
Work with critically ill patients is often challenging and rewarding. I left the hospital feeling great pride in what we all do. We are making a positive difference every day.”
Melissa Bourdonnay, Critical Care Business Manager, Ikaria
What if that was my baby?
“The best thing about our work is that we have the opportunity to make a difference in the lives of patients and families in distress.
It had been a long day. Hospital in-services, slide presentations, Q&A sessions. I was looking forward to being home. But I could not help thinking, ‘what if that was my baby?’
Hours earlier, during a routine visit with residents at a hospital, a NICU resident asked me how to set up INOvent® with the nasal cannula. I asked if there was a specific patient who might need treatment with INOMAX® (nitric oxide) for inhalation. ‘Definitely,’ he said.”
READ MORE“I went with the resident to the NICU. A baby there had been in distress with PPHN for several days. It was not clear whether the staff was familiar with the process used to set up the INOvent with just the nasal cannula. I reviewed the process with them.
As I was walking to my car after the meeting, I could not stop thinking about that child struggling to breathe. I drove off to bring my daughter Halle to a swim meet, but still I couldn’t get that baby off my mind.
Then, at 6:43 pm, I got a call for help. Members of the team at the respiratory unit were asking me how to set up the nasal cannula. As I had outlined to them earlier, the process requires several steps, and they wanted to make sure they proceeded appropriately. I could have just provided guidance over the phone, but I wanted to make sure they had all the help they needed once they got started. It was one of those parenting decisions you always dread—work or my daughter’s swim meet? In this case, I knew Halle would understand. I asked a neighbor to take her to her meet, and I rushed back to the hospital. When I arrived at the NICU, the head physician said, ‘You’re back! I cannot believe you came back. You are a sweetheart.’
At just that moment, the baby’s situation started to decline—rapidly. All of the members of the NICU team jumped to action, and I was there to guide them through the nasal cannula setup. I have never felt more helpful to our customers or our patients. Thanks to the efforts of this amazing team, the baby stabilized. After things calmed down, a group from the NICU team joined me for a more detailed review of the nasal cannula setup and treatment with INOMAX. I had a very engaged and appreciative audience.
As I prepared to leave, the head nurse said, ‘I don’t think many sales reps would do what you did today.’ I told her that I was in the right place at the right time, and there was no other decision I could make. I had to help that baby. I walked out of the hospital that night feeling very proud of my work and proud of Ikaria.”
Dale Lindgren, Critical Care Business Manager, Ikaria
We help families…
“In my job, the primary focus is customer service. We are here to help the critical care team get the job done. But when a father took the time to thank me for the INOMAX® (nitric oxide) for inhalation treatment that possibly saved his son’s life, I saw firsthand the connection we have with families in distress. It’s an amazing feeling to be there for families who need us.
In most cases, we don’t connect directly with families of patients who are treated with our products. We work closely with many members of the medical team. Our primary goal is to meet the needs of our customers, and that often means being on-site to provide essential support during a procedure. But what we are really doing is helping families.”READ MORE“After one routine hospital visit, I was speaking to an intensivist in the hospital’s lobby parking circle, wrapping up for the day and preparing to head home. While we were talking, a van pulled around to the front of the hospital entrance. A family got out of the van and came toward us on their way into the hospital. They stopped by to say hello and to speak to the doctor.
The father of the family praised the entire medical team for the help they gave to his son while he was in the hospital. It was yet another example of a medical team coming together to help a patient at risk—it happens every day. But it was so very satisfying to see how grateful this dad was—to know that families often understand and appreciate these efforts.
The intensivist was kind enough to share the credit with his entire team—and with Ikaria! He introduced me and informed them that I was the man whose drug had been used to help his son. The father took the time to thank me personally for the treatment, and told me he was very grateful for the effort that helped his son recover.
Having been on the Ikaria team since 2003, I have heard of many INOMAX success stories. But when I saw the gratitude and relief in this father’s eyes, the connection we have with families became crystal clear and very emotional for me. I saw firsthand that our work touches the lives of families who need our help every day.
After this encounter, I headed home feeling proud to be a part of the vital effort to help critically ill patients. And I thought about the hundreds of families we don’t get to meet who are treated with our products every year. Of course, our primary goal is and should be the customer service that is designed to help the medical team get the job done.
But we should always remember that we have a special connection with every one of the families who are helped by our products and our services. It’s an amazing feeling!”
Mark W. Thompson, COL MC USA, Chief, Dept of Pediatrics
Going the extra mile
“I currently serve as a neonatologist and Chief of Pediatrics at Tripler Army Medical Center. I wanted to drop you a quick note to comment on the excellent support we recently received from Mr. Eddie Costa of Ikaria in helping in arrangements for the transport of a critically ill neonatal patient from Honolulu to Boston.”
Read More“This patient had need for NO (inhaled nitric oxide) on transport and Mr. Costa not only was instrumental in setting up equipment for us for transport, but also insuring that the Medevac team from Aero Medevac in San Diego was properly trained in its use prior to the transport. This was outstanding customer support to us and we greatly appreciated it. Mr. Costa has a long history of providing just such support to us at Tripler and he definitely went the extra mile in his support of our care of this critically ill patient. Please let him know we greatly appreciate his expertise and support.”
Dawn Rost, BS, RRT-NPS
Paving the way
“I wanted to extend my gratitude to Ikaria and let you know what a tremendous effort Dean Miller went through to arrange an educational conference about High Frequency Jet Ventilation to his customers in the Green Bay and Neenah area of Wisconsin.”
Read More“I was a former customer of Dean's prior to leaving MeritCare hospital in Fargo to relocate to the Chicago area. Dean approached me and offered to assist me with setting up an educational lecture for his customers at three or four different hospitals in Wisconsin. Dean was the contact person and worked with Dr. Joseph Brand to invite all of the necessary neonatologists to the presentation. Dean traveled to Wisconsin to accompany me and Dr. Bert Bunnell and was available to answer any questions that the customers may have had regarding use of nitric oxide with the jet.
I just wanted to extend my deepest gratitude for the time and effort that Dean spent working together with me, arranging, double checking, providing me with all of the necessary contacts, and spending time promoting the best care for infants by offering this presentation to caregivers. Dean displayed the utmost in professionalism and I wanted to let you know what a valuable team player he is.
Again, I thank you for Ikaria's continued support of our product, and I look forward to working with Dean in any capacity again in the future.”