Maximize the Moments: Little Debbie

When you’re unwell and need to seek treatment, small acts of empathy and humanity have a dramatic impact on your overall care experience. At Envera, we understand how these little moments create opportunities to build patient relationships which is why we focus on hiring the right people and giving those people the right training and tools to represent our clients’ organizations. We created the “Maximize the Moments” series as a way to highlight these experiences for our Patient Access Coordinators (PACs) and reinforce the importance of a human touch at every point of the patient journey.

“I received an inbound call from a patient who had recently been discharged from the hospital. He was returning a routine follow-up call from one of my colleagues. Instantly, I could tell that he was upset. I began protocol by asking for his phone number, he roared “You should know my number, you called me?!” After explaining that phone number verification was needed to access his chart, he softened and went on to tell me about his terrible experience at the emergency department. It was clear that he felt as though the nurses and doctors didn’t listen to him or care about what he was going through.

I apologized and reassured him that I would pass on his feedback to the team. He shared with me how his wife recently passed away and now he was facing stage four cancer. Overwhelmed with what this patient must be going through, I said “You have really been going through a rough time, haven’t you?” I could hear him exhale. “It’s been so hard,” he said. I expressed my sympathy again. Then he asked for my name. “My name is Debbie, like the Little Debbie snack cakes.” That made him laugh. He thanked me for talking with him. “I won’t forget you, Little Debbie!” he said before hanging up the phone. 

Sometimes patients just need a kind ear.”

-Debbie, Patient Access Coordinator at Envera Health

A survey conducted by Wakefield Research for Dignity Health showed that most Americans believe being treated kindly by a physician is most important when choosing a healthcare provider. This study also revealed that over 50% of patients reported experiencing unkindness in a healthcare setting. We understand the strain our partners in healthcare are experiencing today, between time constraints and staffing difficulties it’s understandable that some moments might slip away. That’s what makes our jobs so important. We can offer support to patients, outside of the time of service, that exudes the values of care culture lending to a better overall patient experience— an engagement partner that truly engages.

Learn more about Envera's PACs.