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An Uncommon Answer to a Common Question

“What do you do?” Over the years, I have answered that question hundreds of times. With over 20-years in healthcare (I think I need to stop counting!), the answer has changed: “I assess the causes of maternal and child mortality”, “I consult with companies regarding benefits strategies”, “I sell health insurance”,  or “I help people get second opinions.” In each company, I have always been in some type of external role, representing healthcare solutions to companies and individuals to solve industry “problems”.

However, since May 2016, my answer to that question has been: “I help restore humanity to healthcare.” “What does that mean?” is the common response. It inevitably starts a conversation about people’s experience with the healthcare system. As a mother of two daughters with some minor health concerns to monitor, to watching one of my closest friends undergo treatment for an inoperable cancerous brain tumor, to being the health advocate for an aunt who lost her brave battle to lung cancer, my personal experiences over the last few years have dramatically shifted my perception of an industry that I’ve built my career in. When you are put in the most vulnerable and compromising position of watching someone put their lives into the hands of another human being, it is humbling. I have been to dozens of other patients’ doctor visits. I’ve sat through multiple chemotherapy treatments. I’ve watched how the system treats not only the patient, but also those of us surrounding the patient. With all of my “industry” knowledge and access to the “best” medical minds, I still felt there was little I could do to impact the way that people actually receive care. What matters most when you have no control of your medical condition is receiving treatment from people with empathy, dignity and respect.  

I was fortunate to meet Iora Health’s CEO and co-founder, Rushika Fernandopulle, MD, many years ago when Iora was just starting. While I was immediately taken by the mission and vision, it was hard to appreciate how a completely new healthcare model could make a lasting difference. After being my family and friends’ patient advocate, I believe that most of the healthcare industry focuses on creating band aids rather than solving major systemic issues. As part of the Iora Health interview process, I visited our practices and experienced firsthand how Iora teams treat patients – and their health advocates – with a kindness and empathy unlike anything I’d ever seen. One gentleman while walking out of the practice with his daughter said to me, “I am down to one medication from five because of Iora’s help.” I left feeling strongly that this model should be the standard in healthcare, not the exception. Because of that feeling, I accepted the offer to lead the Business Development team in order to help make this a reality for as many people as possible.


Leading Business Development for Iora Health is a unique role. I am once again in an external role presenting a solution, but this time it’s for a massive healthcare issue: the desperate need for high-impact, relationship-based care. Now the end of that conversation that starts with “what do you do?”, ends with: “how can I receive my care through Iora?” It is privilege to be part of a team that makes a positive and lasting impact on people’s daily lives.

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Full Circle

My inspiration to go into nursing was rooted in an idealistic view of Florence Nightingale, the ‘Lady with the Lamp’, as she carried her lantern and tended to the war’s sick and injured. My original perception of this career path was a melding of thoughts from my home health experience, TV, movies, and school. Through my first nursing job, I learned that nursing is not a glorified woman laying hands on the stricken, but rather really hard work. Work that I found that I loved.

My passion for helping others was founded in a leader I had at my first job as a home health aide before ultimately deciding to become a nurse. My director was an eloquent and skilled Registered Nurse, managing a large homebound elderly patient population, several RN’s, LPN’s and home health aides, like myself. She was directive but kind, making sure that all questions were answered and ensuring that we had everything we needed to care for our patients well. She was happy and patients loved her energy when she arrived at their home for supervisory visits. She encouraged and guided me through my decision to go to nursing school, with the added support of helping me balance both working and going to school full time. I admired her not just for her nursing skill, but for her compassion toward patients and me.

In my first few years of nursing, I noticed that RNs in traditional settings are often treated as the frontline information gatherers or the middleman; tasked with asking questions, placing orders, collecting specimens, starting IV’s, or performing one of the many other duties needed to care for a patient. Developing a relationship is an added bonus, but not part of the job description. After coming to this realization, I thought back to Florence Nightingale and my first director, asking myself, “do nurses ever get the time to really get to know a patient? Can a nurse uncover a problem without worrying about a meaningless 82-question admission assessment?” I got the answer I was looking for when I found Iora Health.

Iora is a place where I can collaboratively run a primary care practice with a physician, care for my patients in a kind and compassionate manner, and help others discover barriers to their own health. It’s a place where my opinion matters because people support one another. This environment cultivates the passion that drives me as nurse.


I am now refocused on the core reason I went into nursing 20-something years ago: transforming healthcare through nursing leadership. This is what nursing is supposed to be – lifting each other up with a culture of helping one another be better caregivers. It’s about meeting patients where they are, seeing the barriers they face and collaboratively figuring out ways to give them the type of care that the ‘Lady with the Lamp’ did 165-years ago or my home health aide director did 20-years ago. I have come full circle, back to my nurse heroes, and I get to be a part of this incredible change.

Gray, Sydney

Hiring for Character, Not Just Skill

Every Monday, social media is plagued with “I hate Monday” memes and jokes. I skim through these, thinking to myself, if only more people knew it doesn’t have to be that way!

I started on Iora Health’s Recruiting team about a year and a half ago, when we were a compact team of three. I remember opening an email invitation to join to a “speed interview” and thinking to myself, “What is this?” I honestly wasn’t quite sure if I was going to attend. I decided to go, and when I arrived, I was greeted by two members of the Iora team. When I got home, as one would expect, my family asked how the interview went, to which I answered, “I don’t really know, but everyone was so nice!” Over my subsequent interviews, I got to have much more in depth conversations with various members of Iora, and immediately fell in love, thinking THIS IS the way recruiting/hiring should be: talking to a candidate, looking them in the face (not just at their resume), and getting to know them as a person. I was sold!

Over that year and a half timespan a lot has changed; we’ve hired dynamic teams, we’ve instituted complex hiring processes, we’ve tested new things, and ultimately we’ve started to figure out what does and doesn’t work for this type of recruiting. But the one thing that has never, ever, changed is the desire to hire by character and not solely on skill alone. What a simple and refreshing concept – to just hire people who genuinely care about people. At Iora, it’s not enough to find employees that have the licensure you are looking for, with impressive looking resumes, but rather seeking out charismatic employees that believe in our mission and can be thoughtful cheerleaders for our patients.

I am extremely proud of some of the projects and planning that I have been a part of during my time at Iora. The biggest project I’ve been a part of thus far has been launching our newest clinics last winter where I helped to hire a brand new team. What I didn’t realize before this unique experience, is that there is so much mindfulness around who our future patients will be and the clinic locations we choose. These aspects play a huge role in determining how we go about building Iora’s dynamic teams. My team and I flew out to our new location week after week, doing interviews in cafes and coffee shops, because our sites were still under construction. All we could do was meet with candidates and share previous successes and Iora’s mission through anecdotal stories. The fact that people were willing to take a chance on a company’s story says a lot about the people we hired. In hindsight, this is probably the reason we have such incredible teams overall.

We all know that having a great experience at your doctor’s office is an amazing, and even life changing, feeling. To feel listened to, respected and cared for is all anyone wants when visiting their primary care team. What I love most about how Iora recruits is that our team understands that, because it truly makes the world of difference.

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The Iora Values Cube and My First Day

“What can we do to help?” asked a care team member at our Wicker Park office, as I stood thinking of next steps for my first patient on my first day in Chicago. Only two weeks prior, I had been finalizing work with my patients at Iora Primary Care in Seattle and here I was, feeling what true team-based care is….AGAIN. How is this even possible? One word sums it up: values. An organization that applies a set of values in every aspect of its operations is one where a unified culture is created, no matter what US time zone you’re working in.

I’ll start from the beginning; I joined Iora as a Fellow in Primary Care Leadership and Innovation two years ago. I had learned about what makes our health system so complex, but the remedies to these problems come down to designing a truly patient-centered experience. In starting from scratch, Iora Health has realized the role team happiness plays in the healing process for patients. An investment in people and culture permeates everything from our hiring process to the design of each of our practices.  

It’s fitting to talk about my patient Rachel’s* first visit through the lens of something that sits in each practice from Boston to Seattle: the Iora Values Cube, which is a concrete depiction of what we value most.

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Rachel walked in with lightheadedness and heavy bleeding. She hadn’t been seen by a doctor in over a year because the system was “too complicated”. Because of extenuating circumstances at home (child care and finances), Rachel made it clear that there was NO way she would go to the hospital, despite the heavy bleeding and dehydration. Conventional primary care (hearing her preferences, looking at her vitals and ultimately, sending her to the ER anyway), wasn’t going to cut it. Without even thinking, the Iora values came into play:

Bring Creativity

Though this was not a scenario we would normally come across, the team turned on support mode, in the same seamlessness I’d seen our Seattle team demonstrate. There were Health Coaches making Rachel feel supported, providers helping me get Rachel stabilized and finding the right medication at the lowest price possible.

Serve With Humility

No matter the task at hand, each teammate stepped up to get things done for Rachel and help me, a doctor that was new to the Chicago team.

Act With Passion

The unconditional way each teammate became a part of a process to help me and Rachel, speaks to Iora’s collective passion. The team manager coordinated with Rachel’s husband to get her clothes, locate her local pharmacy, and kept the clinic open late enough so he could make it to the center during rush hour.

Feel Empathy

Rachel’s story required a sincere human touch and compassion. An additional layer of empathy was the understanding the team had for me on my first day at a new practice.

Demonstrate Courage

Respecting Rachel’s wish to not go to the ER and coming up with an alternative plan required courage. I can’t imagine this scenario playing out smoothly in a conventional health care setting, especially on my first day.

When Rachel’s husband arrived with a fresh pair of clothes, she was no longer bleeding, dizzy or anxious and there was a prescription waiting for her at the pharmacy near her home. The team has been following up with Rachel ever since, ensuring that she continues to get the care and support she needs. Such is the norm here where a common set of values unify us no matter which clinic we work in under one culture: One Iora.  

*Name has been changed to protect patient privacy.

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Why Iora = Comprehensive Primary Care

Janice* joined Iora Primary Care after moving to the Seattle area from Idaho. In Idaho, Janice had several specialists who she had to see for her many medical conditions. She was pleased to learn that at Iora we do as much care in the practice as possible in an effort to streamline care and save patients from paying unnecessary copays.

Janice came to us with a long history of multiple complex medical conditions, which included chronic pancreatitis, diabetes, vascular disease and long term pain medication usage. Fortunately, one of the gifts that Iora gives their staff and patients is time. We have time to think about our patients from a comprehensive perspective and we ensure that the patient has time with their care team to feel heard and supported on their journey. Janice’s health care team, consisting of a doctor and Health Coach, worked with her to create a plan that would meet her complex health care needs.

We set up a schedule of routine appointments to see the doctor and address Janice’s multiple concerns. In addition, we  set aside time for her to meet with her Health Coach to address diabetes education and customize her medications to better fit her lifestyle. Even though she had been on insulin for years, no one had taken time to teach her about diabetes and how her other medical conditions affected her blood sugar. Through these coaching visits, Janice was able to stabilize her blood sugar and learn about the warning signs associated with it being too high or too low. She called whenever she had questions and, over time, became much more confident in managing her diabetes on her own.  

Beyond diabetes management, we also started working with Janice to address her chronic pain; at Iora we work to balance the need to treat people’s pain with the importance of doing it safely.  Sometimes that means we recommend changes in how people use pain medication and Janice was challenged by the compromises that this process requires. One day after she missed an appointment, I called her and learned that she had left Iora for a different primary care practice. As a team we were sad to lose someone we cared about and who we felt was truly making positive progress and life changes to better herself.

The Turning Point

About four weeks following her departure from Iora Primary Care, we received a call from Janice asking to speak to her former doctor. On the call she said that she realized she had “made a big mistake” and asked if the doctor would be willing to take her back as a patient. She went on to tell us that her new physician told her that in addition to her primary care doctor she would have to see two different specialists to manage her conditions and “I kept hearing in my head my Iora doctor saying ‘we can manage that for you here in the clinic.’ I didn’t want to go to all those other doctors!” Of course we were happy to welcome Janice back to the practice and resume the work we had been doing together towards a healthier, empowered life.

Over the next six weeks, after rejoining Iora, Janice gained new insights into how her choices in life affect her health through participation in one of our chronic disease self management classes. With options like classes, personal meetings with her Health Coach, and visits with her doctor, Janice grew optimistic that her life could become more than just one health crisis after another.

*Please note patient name has been changed to protect identity and private health information.

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Joy in Practice…No More Sunday Scaries!

One Sunday evening about a year ago I was cleaning the kitchen after a family dinner and having a conversation with my daughter. My daughter is typically an energetic, high-spirited individual and was particularly quiet this evening.  

“Are you feeling okay?” I asked.  

She responded with a sigh and shrugged. ”I’m fine, I just have the Sunday scaries!”

This term was unfamiliar to me so I followed up with, “What exactly are Sunday scaries?”

Without hesitation she responded, ”It happens every Sunday around 5 o’clock when you realize that the weekend is over and you have to go to work in the morning.”

My initial response of laughter was quickly overshadowed by sadness that I, too, had the Sunday scaries. Or, more importantly, the realization that I had always had them and hadn’t known it.  As a nurse I have always loved what I do for a living, but at that point in time the joy I felt for what I did for a living didn’t align with my day-to-day job. Little did I know that a few months later everything would change.

Enter Iora.  

On November 12, 2015 I began my journey to transform health care. The following day I boarded a plane and headed to the All Iora Retreat (AIR) in New Hampshire followed by several days of training at the Nest (the affectionate name for our headquarters). Unknowingly, those six days were the introduction to the experience of “joy in practice” and the beginning of the end of Sunday scaries.

At AIR I learned that one of the nine drivers of the Iora business model is joy in practice.  In 2013, Andrew Schutzbank, VP of Product Development, coauthored an article that highlighted 23 high-functioning primary care practices.  The article focused on physicians and the need to mitigate burnout.  Primary care practices were identified based on successful innovations that resulted in high performing teams, which ultimately created joy in practice.

What makes joy of practice possible at Iora is that we veer from the traditional health care model and focus on servant leadership.  Instead of a hierarchical (or “top-down”) model, Iora values equal input from all Care Team members, regardless of “status”.  Servant leaders collaborate with the team, putting team needs as the priority, thus encouraging the team to embrace Iora values and empower them to become high performers. This type of work environment creates a strong sense of ownership by all team members because they feel they have a voice, they’re heard, and are then invested in the outcomes of their work.

The word culture is inserted into conversations on a daily basis.  To Iorans that seven-letter word packs a huge punch and plays a vital role in our joy in practice.  It is the driving force behind the decisions that we make, how we treat each other, and most importantly, how we treat our patients.  Humility, courage, empathy, creativity, and passion are common values shared by all Iorans.  If Joy in Practice had a heart it would be called Culture because at Iora Joy in Practice is not just a catchphrase.  Happy employees are a priority.

One year ago I was educated on the definition of Sunday scaries.  I remember thinking that this was just part of work-life and the main reason that people were so intentional when planning for retirement; they were planning to find their joy.  One year later I can honestly say I have found mine. And guess what? With that realization, my Sunday scaries are no more.

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This is a question that we hear constantly at Iora Health from investors, Care Teams, and especially from electronic health record (EHR) vendors. Why not buy an EHR off the shelf? Why not work with another developer to build what we want? The short answer is, prior to Iora, Rushika Fernandopulle, MD, MPP, CEO and co-founder of Iora Health, tried all of the above; he and Neil Patel, MD, published a paper detailing their poor experience with eClinicalWorks in supporting the type of care we have at Iora today. So with this in mind, why build our own EHR (or as we call it, Collaborative Care Platform) to which we affectionately refer to as Chirp?

Simple. No one else has built what we need and here’s why:

  1. Other systems are too focused on billing, coding and encounters. Modern EHRs are abstractions of the paper record, with an innate focus on a given encounter and the notes/billable claims derived therefrom, rather than the clinical story of a patient.  Each time a patient and doctor meet, every piece of information must be documented in a way that a third party reading it could understand the patient in their entirety. The most crucial elements of care, anything that occurs outside of a visit, any synthesis done by providers, or any changes over time, are effectively lost in the modern EHR.
  2. We lose the story and the relevant data. Within EHRs, data is either too structured, with infinite checkboxes replacing sentences, or insufficiently structured. For example, errors such as a patient’s son who has been listed as seven years old for the last five years are easily overlooked amidst the clutter of the traditional EHR. This structure results in a jumbled patient story, no ability to analyze clinical data, errors propagated with each copy, and a worsened chance of making good clinical decisions.  

OK. How is Chirp different?:

  1. Chirp is designed to support a clinical team that cares for a population of patients. By first emphasizing communication about the administrative aspects of health care (faxes, follow ups, lab reviews, check ins, etc.), teams are able to accomplish everything necessary for their individual patients within one workflow. Chirp shifts us away from encounter-based care, hunting through multiple software systems, toward a work task structure, so that the care of a population can blend in seamlessly with an otherwise busy clinical day. Teams can spend their time in relationship-based primary care, rather than in an endless stream of seven minute visits. Other EHRs have the care of individuals and populations as two separate systems for two separate audiences and completely miss that a population is comprised of individuals who need care.
  2. We need the ability to innovate constantly. The Iora Clinical Model is always evolving. Decisions that made sense in 2012 make less sense in 2016 as we grow and learn. With a third party product, we have no hope of convincing someone else to build what we need. With our own software and amazing team, we have the ability to test things and move forward with changes in real time based on real world experience. This process replaces the slow, usually inaccurate, large changes done in one sitting to a software platform.

At Iora we are building an entirely new model of care delivery; we have been able to innovate payment, team composition, physical space, workflows and of course, our software.  It is the ability to grow all of these elements at once that has led us to create a model of care that lets us truly connect with our patients and help them solve their problems, each and every day. Chirp is a vital part of the puzzle that makes that possible.

Health Coaches, Cori & Audra

Medicine Coupled with Compassion

Modern medicine is incredible. We can give you a pill and lower your cholesterol, give you a pill and lower your blood pressure. We can set a broken bone. We can save lives; we can extend lives. We can fix so many problems. It’s totally amazing.

But then there are all these health problems that biomedicine doesn’t have a quick-fix pill for. There’s no pill for loneliness, and it’s a common problem that definitely affects your wellbeing. There’s no quick answer for losing weight, or getting fit. Balance is a really important issue at our clinic. So many of our patients are afraid of falling and feel unsteady. There’s often not a quick fix for improving balance. I think that most of the time, when it comes to health problems like these, patients are kind of left to go it alone. Part of the health coach role is to support patients with problems that take more time. No doubt they have to put in the legwork, but they don’t have to do it alone.

Sometimes the role of the health coach is just to hear the patient and understand what they’re going through. At the Shoreline clinic we have two patients named Dan and Mary Ann. They have been married for a long time. And it is really obvious when you meet them that there’s a lot of love. They just have a very kind way of interacting with one another.

Dan was diagnosed with Alzheimer’s disease at a fairly young age: in his mid-sixties, which was devastating for Mary Ann. And this last year was particularly hard because Dan’s condition worsened quite rapidly. And as it worsened Mary Ann had to take on more and more caregiving responsibilities.

Audra is a health coach who works in Shoreline with me: Mary Ann and Dan are on her patient panel. For any of you that have been caregivers, you know it can be really taxing work. At one point Mary Ann was sending emails to her health coach, Audra, nearly every day. Often Audra would have really solid advice for her, or something tangible to offer. With the support of Dr. Levine and Debbie Yoro, our clinical social worker, the team provided care that was so far above and beyond the status quo. But sometimes Mary Ann would come to Audra with problems that didn’t have a clear answer. When this happened Audra would just hear her out and be there with her. What resulted was really special. Mary Ann developed a very trusting relationship with Audra and the care team as a whole. It was clear that Mary Ann felt like we were on her side: that we were a team. She knew we had her best interests at heart.

There’s no cure for Alzheimer’s disease. But what is so great about the Iora model is that it recognizes that, yes there is value in fixing people’s problems, but there is also so much value in helping them cope when their problems can’t be fixed. Mary Ann sent us a note recently and it included a quote from the poem ‘Kindness’ by Naomi Shihab Nye. It read, “Then it is only kindness that makes any sense anymore; only kindness that ties your shoes and sends you out into the day.” What I love about Iora is that it’s not just medicine. It’s medicine coupled with compassion. It’s difficult to measure the value of human compassion in medicine. But when you hear stories of real human experiences, it just intuitively makes sense. The care that is provided at Iora is so exceptional partly because we recognize the value of the healing relationship and actively work to foster meaningful connections.

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A part of something bigger

What led me here to Iora? That’s an interesting question. Healthcare was never interesting to me. I went to school for filmmaking and the only real thoughts I had of the health system was that it was expensive. I avoided doctors and hospitals like the plague. Being healthy, I could get away with that.

Then, life changed. I met my husband, a type 1 diabetic, and about nine months later, my video editing job came to an end. After several months of hard thought I realized that while I was pretty good at filmmaking, it wasn’t the right place for me. Not knowing what was, I took a job doing accounts receivable at a Skilled Nursing Facility.

Work was disheartening. I watched families struggle to try and figure out how to pay for rehab and long term care. I called 85 year old widows on social security to tell them they owed money for their time with us while they were trying to figure out how they were going to pay to heat their house that winter. And the worst was the sad realization that the work wasn’t about what was right for the patients, but rather what was best for the facility.

And it was just as disheartening on the personal side. There was a lack of communication between my husband’s doctors. We had little to no support in general, especially when we had to figure out how to do what the doctors prescribed. While his primary care doctor was better than most, she didn’t have the time to spend with him or with his specialists that would have been truly beneficial. We felt like numbers, not names and certainly not people.

We are told from a young age that we can do anything we put our minds to; that we can change the world. But on so many levels, at work and at home, it felt like I was constantly swimming upstream, with someone telling me why we couldn’t do something, why some change or another wouldn’t work. Just three years out of school and I had stopped believing that change was possible.

The spring after we got married, I started looking for a new job. I stumbled across an administrative/finance position at Iora Health. While I had no interest in continuing in healthcare, I needed to pay my bills. Honestly, I didn’t expect much, but when I read the company description, I felt an immediate connection. You could feel the honesty in it. These people believed they could change things.

I applied for the job knowing that I could do about half of what they were looking for, and that I could learn the rest if someone was willing to teach me. I never expected that I would actually get a call, but the next day I received an email asking for a phone screen. After talking to Paul Dufault for a half hour, I was hooked. I dug up everything I could on Iora (which wasn’t much beyond the The New Yorker’s “The Hot Spotters” article), and the more I read, the more excited I got. As the interview process progressed, I realized that I wanted this job more than I’d ever wanted any job. What they were doing made so much sense to me. I never thought about the fact that it was a start up or that in six months I may not have a job, or that they could fail. It didn’t matter to me; I wanted to be a part of this.

When Iora’s Chief Operating Officer, Zander Packard, told me that they wanted to hire me but they weren’t sure when they could bring me on, I told him I would wait. We set up a time to check in in a few weeks. That was in March of 2012 and I started in May and haven’t looked back since.

The past three years have been an incredible journey. I’ve watched the company grow from 30 people with two practices in two states, to 150+ people with 12 practices in seven states. I’ve grow in leaps and bounds as my role evolves. I’ve done everything from ordering lunch and scheduling meetings, to writing company policies and creating processes. I found a company that believes that if you do the right thing, the rest of the pieces will fall into place. The bottom line is important, but it’s not the first thing.

Margaret Mead once said “Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it’s the only thing that ever has.” I never felt that this was a truer statement than I have working with this amazing group of people at Iora Health.

Scott Jacobson

One Coffee at a Time

The work we do is challenging and sometimes it is easy to succumb to feelings of doubt, thinking that all our hard work is in vain. However, there are examples that highlight the difference we make. One such example is one of our Health Coaches, Vero’s, most challenging patients.

She is a 23 year old patient. When she came to us it was clear that she was suffering. She has type 1 diabetes, difficult enough for a young adult to handle yet she also suffers from ulcerative colitis. After an extended hospital stay and major bowel surgery, she was left with an ostomy, a difficult situation for anyone and particularly debilitating for a 23 year old.

Her surgeon told her she would have to get her sugars under controlled before they would reverse the ostomy. Dealing with an ostomy bag was not only a hindrance on her social life, it limited her job opportunities.

Not surprisingly, she also suffered from major depression which became a compounding factor in managing her multiple medical problems. She tried talk therapy but never really felt comfortable opening up. Antidepressants didn’t make a dent. She was mired in despair and despite our efforts to engage her in managing her blood sugars, Vero’s texts often went unanswered. We knew she would spend days in her room, crying and isolating herself. She would frequently break down while at work. We begged her to come in to talk to us.

Finally, one day without prompting, she did. We could tell she was on the edge and didn’t know where to turn. She had decided to put her trust in us as a last resort. She opened up to us and all her emotional and physical traumas began to trickle out. It was a very emotional meeting and it was only the beginning. We offered more therapy from a professional, but she really just wanted to talk to her Health Coach. We decided that coffee with Vero every other week would be a start. She left that meeting only a step back from the edge but she was moving in the right direction.

And then, Vero received a gift of beautiful flowers.

One Coffee at a Time Vero

The note reads:

I HONESTLY WANT TO THANK YOU FOR EVERYTHING THAT YOU HAVE DONE FOR ME EVEN THOUGH I AM A PAIN IN THE BUTT I’M SO GRATEFUL THAT YOU HAVEN’T GIVEN UP ON ME YOU TRULY ARE A GODSEND

Over the past couple of months Vero’s coffee meetings have been a huge success. She has shared some of her deepest secrets that have clearly been weighing her down and blocking her from moving forward. She has felt comfortable enough to establish care with Nina, our social worker, so she can get the trained help she needs in dealing with her significant past traumas. From a medical standpoint we are still working on her sugars with the goal of reversing her ostomy. She is by no means a picture of health, but we are taking baby steps, in the right direction.

This patient has been a huge reminder to me that despite the monumental task we have in front of us, we do make a difference in people’s lives, everyday. Because of the unconventional resources we have to help us connect with our patients, we are able to continue to find creative ways to make breakthroughs and put our most challenging patients on the track to leading healthier and more fulfilling lives. I know that there are times we feel like no matter how much we try to help our most challenging patients, that they can’t or won’t change. It is so wonderful to be reminded that by showing our patients that we truly care about them and that we won’t give up on them, our positive attitude can have an impact. Great job Vero!