Today we had a case in the Breast Health Center that demonstrated the UHCC values in action and why we are so proud to work here. Today we demonstrated the “All-Star” approach to the patient experience. This story demonstrates how it takes a team with a shared mission, vision, goals and values to provide an EXCELLENT patient experience.

We had a 31 year old patient who had a lump above her axilla. She, as one would expect, looked nervous and concerned. Normally, for this patient’s age group, an ultrasound is performed first and a digital mammogram is performed afterward if the radiologist believes the mammogram is needed. This patient’s ultrasound showed a suspicious looking mass.

Because of the unusual location of the mass, the ultrasound tech, Lisa Stasio, asked the advice of her team, mammo techs, Lisa Clifton and Denise Daiker if they felt we would be able to digitally image the area of concern. We decided that it would be beneficial if it could be imaged and also to obtain the mammogram to rule out anything suspicious in the breast. Although challenging, the mass was successfully imaged digitally by Lisa Clifton. The digital mammogram was also done which ruled out a breast abnormality or source for the lump above the patient’s axilla.

While all this was going on, our Manager, Laurie Fitzgerald, happened to be walking by the dressing room area checking in on our patients (as she always does) to make sure everyone was well informed and content. Laurie noticed that this patient looked a bit anxious so she looked into it. By the time everything was put together for the consultation with the patient, Laurie was already in the consult room with her explaining the possibilities of what the mass could be by using a diagram. The patient looked relaxed and was commenting on how nice everyone is here and what a great job everyone does.

After more discussion amongst the techs and the radiologist, it was decided that the patient should be referred to a surgeon and a biopsy recommended. Susan DeWitt, Breast Navigator and Dr. Maliro, MD consulted with the patient. Appreciating the level of anxiety the patient was experiencing Susan navigated the patient through our health care system by expediting surgical consultation and making the appointment for the patient with her surgeon of choice.

Values…
Caring and Compassion • Integrity • Leadership