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.