My dad was admitted to the EMRMC emergency room in Danville, Kentucky. He had not been to the VA in several years and was considered a non-active participant in the VA system. My father really didn’t understand the VA system; he had no advocate and said he did not feel like a veteran. He is 82. When we contacted the VA to see if they could help, we were amazed at the support we received from many staff members. The VA began to work with the EMRMC hospital staff and our family to get healthcare and support for him. Today, services and support have been in place for him to continue to be in his home. We are forever grateful.

One staff member, Matt Fish, RN, on my father’s Home Base Primary Care team is exceptional. Due to my travels overseas, my sister attended the first appointment with Matt and my father regarding his health and the support he would be receiving. She also told him about our family dynamics. I live 4000 miles away in Alaska, a son lives in Europe, and the other six kids live in the continental U.S., between 40-560 miles away from him. He listened intently and took into consideration that information and other family dynamics. Matt explained the care plan to my sister, and he was very thorough, thoughtful, empathetic, caring, and understanding. My sister is an occupational therapist, so she was very impressed when she spoke with him regarding his knowledge and skill, but most importantly, his compassion for his job and serving other people. My father said he was very comfortable with Matt as his nurse. If you know my father, this was a monumental deal. 

My father went back into the hospital. I called the HBPC Team to let them know he had been admitted. I received a call from Matt, who said he would follow up with the hospital. When my father was released, I called the HBPC Team to let them know he was being released. Matt returned my call and was concerned about the scheduled appointment the next day at his home. I added my sister to the call, and after a lengthy conversation about our concerns, we agreed Matt should keep the appointment, but my sister was not able to be at the appointment to help my father understand. Matt said he would call my sister after the appointment to update her, and he kept his word. I spoke with both my sister and my father, and they were very pleased with how Matt handled the appointment. My father couldn’t say enough nice things about Matt, and my sister was extremely pleased with the level of detail Matt provided. My father felt like Matt took his time to make sure he understood everything.

Last week, the weather was turning bad in Kentucky. Matt took time to call my father to see if he was warm, had water, and food. My father was very emotional at the kind gesture Matt gave him. He said for the first time, "I feel like a Veteran."  As a Veteran myself, I was emotional to hear him say that. For him to finally feel the way we have wanted him to feel for years meant so much to us! Our family is less worried about my father knowing Matt goes above and beyond, not just providing medical services, but he gives the following ICARE model:

Integrity: "Maintains the trust and confidence of all with whom she/he engage." All of Matt’s interactions with my Father, me, and my sister made us trust the process, the VA, and his caretaking team.

Commitment: "Serves Veterans and their families by honoring VA’s mission." The Lexington VA Health Care System's mission is to offer timely, quality services for Veterans through care and respect for their physical, psychological, and spiritual health. Matt has exceeded this mission! When he says he will follow up, he follows up! The services to my father have been very timely and with quality through care and respect!

Advocacy: "Truly focuses on serving the Veteran." The services my father received in the time he received them speak volumes of the commitment Matt shared initially with us. He advocated for my father, and my father couldn’t be more pleased. He feels like a Veteran now! Thank you!

Respect: "Provides dignity and respect to everyone she/he serves and encounters." Matt understood my father’s family dynamics and my father’s limited ability to understand the process and entitlements. He left my father with dignity, and he felt respected.

Excellence: "Strives for the highest quality and continuous improvement." We rate Matt for Excellence in all he does! Matt just doesn’t do his job; he genuinely represents VA’s mission serving Veterans! He is an asset to the VA!