March 23, 2017CoachVicky1 Comment
Most medical places and people we encounter on this journey are very kind, emphatic, and genuinely caring.
One place I find not kind, emphatic, or understanding.
When first diagnosed with cancer every encounter is new and unlike any prior encounter. For example, the first time I had labs drawn after diagnosis, the receptionist asked if I had a port. I just stared back with a probably dumbfounded look on my face. She kindly replied “You don’t known what I am talking about but don’t worry, we’ll take take of it.” I felt reassured .
I routinely have a MUGA Scan to ensure my heart is pumping well and, therefore, can continue treatment. One of my drugs can effect my heart’s pumping function. The MUGA Scan measures the pumping function.
The first time I went to the center for my MUGA Scan, I did not know what to expect beyond the information sheet I received in advance. Sitting in a open cubicle alongside an open trafficked hallway, the nurse began to ask me personal, medical questions in a loud voice. I asked her to lower her voice and she did. I found it strange she asked where my cancers were because my records were accessible. But it was my first time there and I answered the questions. When the scan began she left the door open. HIPA is a standard to protect my privacy and I knew at my next scan to be a stronger advocate for my privacy.
The next MUGA Scan came and I asked Richard to accompany me to the back. I wanted to ensure that I was not overreacting. We were told he could wait and I replied, “No. He is coming with me.” He had the nurse close the curtain to the cubicle and ensure my privacy. During the scan the door was closed as well.
My third MUGA Scan was Monday. I had a new nurse being trained by one of the people who had treated me previously. Again, we were told Richard could wait and I said “No. He is coming with me.” We get to the open cubicle and, again, tell them to close the curtain.
Then the same questions start. This is the third time I have been asked the exact same questions. The first question is always, “Mrs. Scherberger, which breast had the cancer?”
For the life of me, I cannot comprehend why any set of protocol questions would ask a bilateral mastectomy breast cancer patient who has been to this facility several times and whose records are updated every 21 days this question.
I said there was no reason to ask me that question. The nurse training the new nurse said they needed to verify the information. I wasn’t playing anymore.
By the time I got to treatment I was crying. I have cried a lot on this journey but not because people were insensitive or behaving like idjits. I could see the new nurse was troubled and that she understood what she was asked to do was not right. She may be new to this facility but has 12 years experience in this field. She was kind. Houston, we have a training problem.
Once home and settled, I called the facility and asked the operator to connect me to the patient advocate or ombudsman. She said, “We have neither but I can connect you to our COO.” I had a nice conversation with the COO. I approached my complaint from a training problem including inappropriate protocol questions and HIPA violations. She apologized and assured me that she would meet with the head of this area clarifying HIPA rules and the questioning protocols. I found her response sincere and understanding.
I am open for a better outcome next scan.
I have learned a lot about Patient Advocacy. I am fortunate that Richard ensures I am safe and well cared for. He is my Advocate. My job is to insist to those who try to block him that he is coming with me.
Leaders … Are you an advocate for your followers? Do you stand up for them or allow your followers to be thrown under the bus?
-VhS