#theVIPexperience Post #167: Anisha Ajmani

When I first began as a Crossroad VIP, I felt very nervous and unqualified to be contacting and interacting with patients. During my training period, I dreaded making my first phone call because I thought I would say the wrong thing or that I would be asked questions to which I had no answers. I still remember the first referral I made as a Crossroad VIP; it was for a mother who was making a psychiatrist referral for her son who was suffering from anxiety-like symptoms. I remember hearing the distress in the mother’s voice as she explained how exhausted she was after trying to balance her busy work schedule with her son’s healthcare and medical needs. I told her to leave the stress of dealing with providers and appointments to us, and she instantly expressed her gratitude for taking this burden off her shoulders. This experience was truly life-changing, as I was able to realize the impact that we are able to have as a Crossroad VIP.  

As I continued to make referrals and interact with patients, I was able to learn more about the various disparities that underprivileged people face in the American healthcare system. As a public health minor, I have been able to learn about community health barriers through my lectures and textbooks; however, nothing compares to the firsthand experiences that I have come across through this program. When I first became a Crossroad VIP, I naively believed that the only major issues regarding healthcare in my community were financial and transportation issues. Nevertheless, through building connections with patients, I have learned that these issues go much deeper than the surface. Most patients simply do not have time to sit on hold with the doctors' offices for hours on end because they are busy working multiple jobs and supporting their families. Many patients also have histories of trauma causing them to suffer from mental illnesses such as depression or anxiety. These experiences have opened my eyes to the importance of our job as Crossroad VIPs. Although it can get tedious waiting on hold with backed up doctor's offices and understaffed transportation services, I would much rather be the one advocating for the patients' needs than the patient themself.  

As a second rotation VIP, I have learned that our most important role is to provide the patient with a support network. Oftentimes, patients will just want someone to talk to about how they are feeling—as the pandemic has made it a very lonely time for older patients. I have learned that there is no script we can follow when working with patients, but instead we must value the patient as an individual with emotions and needs, all while maintaining a professional attitude. As someone hoping to work in the healthcare field one day, making sure to consider the patient’s humanistic needs and providing them with the best quality of care possible, is something that I will definitely employ in my future career. This insight is something that I would advise every incoming VIP to consider when working with patients.