October 2014 Report

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A Patient-Centered Medical Home

“Crossroad is the only place I go that has doctors who actually care about how I’m doing”

This was a direct quote from a patient I spoke with during my last shift. After just over six months with the Crossroad Volunteer Internship Program, I can honestly say that his statement is a perfect depiction of Crossroad Health Center. Crossroad Health Center is a Patient-Centered Medical Home, but what does that really mean? 

In my opinion, the patient was spot on. Crossroad Health Center is a place where the doctors and staff have the patient’s overall health and wellbeing in mind. Every week when I go in to work, I find out about a different service that Crossroad offers their patients. From regular, yearly doctor visits to visits with the diabetic specialist or one of the psychiatrists, there is someone on staff who can handle whatever issue a patient is dealing with and who wants to take the time to make sure the patient leaves feeling better about whatever it is. As interested as I am in seeing the different illnesses or problems that patients are facing, I am equally as amazed by how Crossroad always has a service to deal with the problems. This hands on, holistic approach to patient care has certainly affected me as a volunteer. 

Crossroad has instilled in me a desire to see to it that patients are taken care of beyond just getting in and out of their exam room. Few other doctor’s offices will call patients’ homes to ensure that they were able to schedule appointments for the referrals that were made for them at their last appointment. It was through making these referral calls and working in the Pre-Visit Planning Room that I have learned how to interact with patients one on one. For all of the amazing medical practices I have seen and all of the new medical illnesses and procedures I have been introduced to, I have gained just as much knowledge about how to treat people that come in to the doctor’s office. 

Crossroad serves as a constant reminder to me of why I want to go into the medical field. I have seen numerous patients come in to the office who have completely given up on their health. But just because they have, it does not mean the providers or the staff has. Not a week has gone by that I have not been impressed by Crossroad’s dedication to their patients. I know how cliché it is to say that a person becomes a doctor “to help people”, but that is exactly what Crossroad Health Center does. People are getting the medical attention they need and they are seeing changes in their health because of this place. It is rare that someone gets the opportunity to be a part of a place so amazing. I am so grateful that I have been able to return to Crossroad every week and continue to learn more and more about the inner workings of a true Patient-Centered Medical Home.

-Katie Woebkenberg

The Importance of Listening

One of the major lessons I have taken away from my time at Crossroads is the importance of listening. The staff at Crossroads always seems to make time to really listen to their patients even when they are very busy. When I talk to patients on the phone, I come across many patients who are angry and frustrated because they feel like they aren’t being listened to. I think a big part of this perception is that patients and doctors often have different priorities when it comes to a patient’s health.

Many of the patients at Crossroad have multiple chronic conditions and medication lists that are multiple pages long. The providers only have so much time to spend with a patient and have to pick and choose what issues are the most important to talk about at each visit. This can be made difficult when the patients bring an equally long list of their own concerns. The physicians I have shadowed have done an excellent job of balancing their time with the patients so they can address what they need to, but also address their patients’ concerns. This allows patients to leave Crossroad feeling taken care of.

I think another reason patients can feel like they aren’t being listened to is when they don’t fully understand why a physician is focused on a certain aspect of their health. If a patient doesn’t entirely understand a condition it can seem less troublesome than one they do understand and they may feel like the physician is focusing on the wrong thing. The providers at Crossroad not only take the time to listen, but to explain. I hear a lot “I am worried about this because…” and then watch the doctor get the patient on the same page. Understanding their conditions not only allows patients to understand why doctors focus on what they do but it also empowers patients to take control of their health.

One thing I enjoy about being an intern is that I have more time to spend with a patient on the phone if needed. Sometimes patients need to talk for a while just to feel heard, and then there is a simple fix to the problem. It is satisfying when I can help a patient with one of these problems and they realize that I am on their side. I have been inspired by the physicians at Crossroads to always make sure I take the time to listen to my patients and make them feel cared for in my future as a physician.

-Katie Copp