Helping a Member communicate her needs

People with disabilities can experience more issues than the general population when undergoing medical treatments. This was the case for Rose.

When Rose’s bloodwork was very bad, her doctor notified Care Manager Nancy Pascal that Rose needed to go to a hospital immediately. Nancy stopped everything she was doing and contacted the Member’s home, explaining that Rose would need to go by ambulance immediately.

Once she was stabilized, Rose was transferred from the hospital to a rehabilitation center, where she remained on a respirator. Being on the respirator prevented Rose from being able to express her needs to the rehabilitation center staff verbally. Nancy has known Rose for over 20 years, so when she visited Rose at the facility and noted that Rose did not have a way to communicate with the staff caring for her, she identified that this situation could impact Rose’s quality of care.

Committed to finding a solution, Nancy approached ACANY’s clinical team. They combed through the details Nancy had to share and worked together to develop a communication option that would work for Rose while she received the care she needed. After working with the clinical team, Nancy assisted the nursing staff in communicating with Rose through gestures.

Rose could express her wishes little by little, leading to better healing. It was only when Nancy, the ACANY clinical team, and the rehabilitation center staff collaborated that they solved Rose’s communication difficulties. ACANY Care Managers routinely communicate with medical professionals to ensure our members receive the best care possible and experience positive health outcomes.

The Member’s name has been changed to protect the individual’s privacy.