Lauren was introduced to P by one of the physicians. The physician and employees of the practice identified P as a challenging patient—one who needed many services, had various social needs, was frail and elderly, and cared for her husband with dementia. Lauren connected with P; immediately a bond was created. Lauren has a convincing manner which is gentle and supportive which patients are attracted to.
Lauren assisted P with several services such as appointments, medication adherence and overall emotional support. Lauren identified that the patient's husband could benefit from home care. Medicare guidelines require a face-to-face visit with the primary care provider. Unfortunately, due to the complexities of P's husband, it was a great strain for her to bring her husband to the primary care office to obtain the face-to-face that Lauren needed to implement home care. In her gentle yet convincing manner, Lauren convinced P to bring her husband to the doctor's office. Lauren agreed to meet P at the office to sit with her during the office visit.
Important to note--Lauren's role as care coordinator is telephonic. She does not go to patient's homes, or hospital, or office visit. But in this case, Lauren identified the greater need and expanded beyond the boundaries of her position to place the needs of P and her husband as a priority, meeting them at the doctor's office for support.