Confidence Restoring, Thanks Linda!

So far, I had to become a complete brat to get my checkmarks done.  Feels like when I was building this house.  I new one of us was doing it for the first time (me), but I had no clue the other side ACTS like it.  So I have to become the Team Lead and that's fine, but then don't screw with me, because I WILL lead.  I'm hoping I'm restoring confidence for them as well that I only grow horns and tail as needed, then they go away.

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Since each time I use Linda's name (for whatever reason), I'm still greeted with a bit of a gasp, I'm pretty confident Linda is the Grand Poo-Bah and it was a relief and huge pleasure to meet her on my first day of chemo.  Below is just for me because I don't want to lose the trail.  She played a big part in restoring my confidence and keeping me positive and resolute.  Since this we've visited a couple of times and I enjoy her immensely.

(ps. with Cycle 1 about to complete, so far everything she told me would be... is.  

Linda did good too)

From: Linda
Sent: Friday, November 13, 2020 10:37 AM
To: Pam Wright
Subject: RE: My new team - The Dungeon Masters

 

Thank you so much for taking the time to recognize our team.  We implemented a telephone triage system in March which eliminated voice mail and instead all calls are entered into tickets, which provide information about the patient and the reason they are calling.  This allows staff to effectively (hopefully) prioritize calls and respond more promptly because they aren’t listening to voice mails with inadequate information, unable to understand names and call-back numbers and all done at the end of the day.  Our goal is to have all calls addressed within 2 hours, and those for symptom management in less than that.  The thing I love most about the system is I have the ability to audit, and review response times and the responses.  It has made a huge difference, and as you have so eloquently pointed out, requires staff to answer the phone and do more than push some buttons.  In my opinion it is one the best things we have done.  I’m so glad it has worked for you. 

 

I must say, although not under ideal circumstances, but I am really enjoying our time together 😊.  

 

 Linda

 

 

From: Pam Wright <pam@fwssr.com> 
Sent: Friday, November 13, 2020 10:20 AM
To: Linda
Subject: [EXTERNAL] My new team - The Dungeon Masters

 

Linda,

 

This time a VERY heartfelt thank you, not just for giving me a voice in my own care, but for THE DUNGEON MASTERS!!!!  I’m told they don’t have a name for themselves and I think JATON, KIMBER AND STEVEN need a Team name J I hope they come up with something much better!

Each time I’ve called, I’ve talked with communicative, attentive, considerate, responsive and initiative-taking people.  I had no idea until a few days ago that there were only 3 people fending every call, so Kimber humored me earlier this week when I asked more about how they operate.  What surprised me was it isn’t just a switchboard funneling calls, but a wealth of information, access, initiative and some give-a-damn thrown in… by only 3.  So I asked more questions and enjoyed more feedback.   Kimber personifies information, access, initiative and give-a-damn.

 

Yesterday’s 4:40pm call was rec’d by Steven, who, just like Kimber, would NOT just pass me through when I asked for DocDean, but asked great questions to get me to give him WAY more detail than I intended.  In retrospect, he made me believe he would pass on my concerns, which is probably how I got to you, THEN he put me through to Susan.  Back to information, access, initiative and give-a-damn.

 

This morning’s call to just verify my arrival time for Day1 (I had the date, but no time and no access to the patient portal yet) I asked to be transferred to Farrin for an appt question.  Jaton, who again would not just pass me to Farrin as I requested, instead asked great questions about why, pulled up my answers and then more answers I didn’t even think to ask (like having another on Day2 that hasn’t been mentioned to me until Jaton volunteered it) And more information, access, initiative and give-a-damn.

 

Jaton, Kimber and Steven are brilliant representatives for Texas Oncology.  I've enjoyed learning more about their job and how they operate.  Ive thanked each of them this week, but now I have your ear as well.  If you’re the right ear, I hope this brings a smile to your heart.  If you’re not the right ear, I hope you still smile and that you pass this along to the appropriate person(s).

 

Again, thank you for encouraging me to have a voice within my care.

 

Best regards, 

Pam