When Every Minute Counts: Swift ER Care at Lakeview Hospital Three hours. One calm team. Total relief.

Tess MacFarland, 28, loves to ride her three-wheeled bicycle around the family’s cul-de-sac in Mandeville, La. Her mother, Jeanne, is always keeping a watchful eye as Tess is an adult with special needs. 

On December 19, 2025, Tess was out there, riding around the small concrete island, when she took a turn too fast and the bike tipped over. Tess fell hard, injuring her left knee. 

“I knew right away something was wrong. She couldn’t stand up and I couldn’t move her,” Jeanne said. “I called 911 and they came right away to take her to the Emergency Department at Lakeview Hospital.” 

Jeanne assumed they would be spending the rest of the day in the hospital. After all, she said, emergency rooms are busy places and there is always “a lot of waiting.” 

She was pleasantly surprised. “Tess was taken back immediately,” Jeanne said. “They returned the kneecap to its proper position right away.” 

While Tess was being treated, an EMT sat with Jeanne in the waiting room and helped complete the intake process on a tablet. 

“I didn’t have to start filling out forms,” Jeanne said. “He asked me the questions and I answered them. Then I went back to sit with Tess.” 

The female attending physician explained clearly that Tess had experienced a kneecap dislocation and would need crutches and a knee brace. The communication was calm and reassuring. “I really appreciated how everyone in the Emergency Department did exactly what needed to be done. There was no drama. They kept Tess calm by talking her through it. The entire experience was as good as a visit to an emergency room could be.” 

A patient who stayed calm and engaged 

Tess, who has autism level 3 and lives with her mother, handled the experience with remarkable composure. “She was calm. No crying,” Jeanne said. “She answered every question the first responders asked her.” 

Tess agreed. “I felt pretty good about the experience,” she said. “They explained things well. I wasn’t worried about pain because they told me it wouldn’t hurt. And it didn’t.” 

From arrival to discharge, the entire emergency visit took about three hours. “We were in and out of the hospital in three hours,” Jeanne said. “That alone lowered our stress more than anything.” 

Follow-up care that built trust 

Tess continued her care through Lakeview Orthopedics, including two follow-up visits with Tiffanie Boyce, PA, a physician assistant who Jeanne said was the epitome of kindness and experience. Tess used crutches for two weeks and continued physical therapy, under Boyce’s guidance. Finally, Boyce ordered an MRI to see if Tess’s knee was healing properly.  

“The imaging showed lingering swelling and a bone bruise, which led to additional physical therapy twice a week for four more weeks,” Jeanne said. 

Jeanne credits the orthopedic care team, and especially Boyce, for making the process clear and comfortable. 

“Tiffanie is fantastic,” Jeanne said. “Very calm and easygoing. She explained the MRI results to us and made them easy to understand. Her bedside manner was professional and gentle. She put us both at ease.” 

What mattered most to Jeanne was how Tess was treated as a person. 

“She spoke to both of us,” Jeanne said. “She didn’t ignore Tess and just speak to me.” 

Today, Tess is still wearing a brace but no longer needs crutches. Surgery is unlikely unless the knee dislocates again. She said she can’t wait to get back on her bicycle. 

Relief for the whole family 

Tess is back to doing what she enjoys most. She loves watching cartoons like Paw Patrol. She is a major collector of Beanie Boos, smaller versions of the popular Beanie Baby stuffed animals. Tess has more than 35 Beanie Boos. 

Looking back, Jeanne realizes she was more shaken than Tess. 

“I think I was more traumatized than she was,” she said. “The staff at Lakeview made it so easy for us. I was able to calm down because everything moved smoothly and the nurses and doctor explained what was happening.” 

She has since shared her experience with others in the community. “I was so impressed by the entire team at Lakeview Hospital,” Jeanne said. “When I looked back on it, I couldn’t believe how easy they made the process for us. I am so grateful.” 

For more information about emergency care at Lakeview Hospital, please visit: https://www.lcmchealth.org/lakeview-hospital/our-services/emergency-care/ 

For more information about orthopedic care at Lakeview Hospital, please visit: https://www.lcmchealth.org/lakeview-hospital/our-services/orthopedic-care/