Care Coordinators' Stories

Weathering the Storm

“I think a ‘can do’ attitude is contagious … I love the challenge of meeting members’ needs, no matter what comes up. And they inspire me with their indomitable spirit every day.”

Barbara Krause, Care Coordinator
Friends Life Care at Home

Barbara Krause, Care Coordinator, had been working with Alice,* a member with mid-stage dementia, for some time. In addition to arranging for the live-in home health aide, whose services were paid for under the Friends plan, Barbara made a connection with a reliable handyman that periodically performed work at Alice’s home.

Early one morning after a storm, the handyman arrived at Alice’s to install outside handrails (to help her get in and out more easily) and found her without electricity or running water. The lights had gone out during the night. The home health aide was devising a plan for next steps, when the handyman offered to pitch in. He made a call to the Friends business office, and that set the wheels in motion.

Within minutes, Barbara Krause was on the phone with Alice and her aide, and then with a Friends Clinical Supervisor to brainstorm — should we bring in food, water and supplies? Try to find a hotel room? Together, they all agreed on the best solution.

Barbara quickly arranged for a temporary room for Alice and her live-in aide at an assisted living facility nearby. Next, Barbara set out to pick them up and drive them there herself. The roads were littered with debris from the storm. Downed trees blocked the route to Alice’s home, so Barbara convinced the police to let her through the barricades to evacuate the women.

Alice and her aide enjoyed several meals and spent a restful night at the assisted living facility until the power came back on the next day. In the meantime, Barbara arranged for someone to restock Alice’s refrigerator and drive her and her aide back home.

When they returned, they found newly installed outside handrails, thanks to the resourcefulness of the handyman, who had patched into the neighbor’s electricity to get the job done.

In yet another gesture of goodwill, the assisted living facility donated the fees for Alice’s room and board to the Alzheimer’s Association.

No Time to Lose

“We often step in where a loved one can’t. I always want my members to know they can depend on me, especially when the unexpected arises. It’s so satisfying to know you can help.”

Sue Parker, Care Coordinator
Friends Life Care at Home

When Sue Parker, Care Coordinator, visited Silvia* during a hospitalization, the discharge planner said Silvia was scheduled for release the following Tuesday. When Friday afternoon arrived, the hospital decided the discharge should take place the next morning (Saturday) instead — three days earlier than planned.

Silvia had cancer and her family lived out of state. Now she faced a hospital discharge with less than 24 hours notice. Sue made all the preparations for this member’s arrival home:

• A live-in home health aide to care for Silvia 24 hours a day, seven days a week
• All the Medicare-covered medical equipment she needed to remain safely at home: wheelchair, transport chair, bedside commode, walker and chucks (to start with)

Because Friends maintains trusted, long-standing relationships with both home-health-care agencies and medical supply companies, Sue was able to make these preparations with virtually no lead time. She met the medical supply company at Silvia’s house on Friday evening to check that the equipment was right (it was) and to sign for it, as required by Medicare. On Saturday, the live-in aide was there to greet Silvia upon her return home.

While these plans were in motion, the hospital referred Silvia for hospice care and her son made arrangements to fly in from California. On Sunday afternoon, Sue went back to Silvia’s to meet with her and her son, the hospice nurse, and the home health aide. Sue double-checked all the arrangements and made sure Silvia had everything she needed.

Sue maintained continual close contact with Silvia. As her condition deteriorated, Silvia needed additional home care and Sue coordinated that too. She also shopped for Silvia and loaned her a room monitor so she and her aide could be in constant contact.

Silvia died peacefully in her own home, according to her wishes.

On the Road Again

“Helping members regain their strength and independence when they have had changes in their health is what keeps me going ... it really makes my job worthwhile.”

Roseann Mancini, Wellness Coordinator
Friends Life Care at Home

Marty*, a member for more than 10 years, embodies many of the reasons Roseann loves her job and why she is so good at it. 

After several months of debilitating illness and repeated hospitalizations, Marty was finally diagnosed with gluten intolerance.  Following a stay in a rehabilitation facility, he returned home in a weakened state.  He was using a rolling walker and was receiving physical and occupational therapy to help rebuild his strength and stamina. He was not permitted to drive. 

Marty cherished his privacy and independence and was determined to regain his strength. He was especially determined to drive again.

Regaining his strength not only required regular therapy, it required assistance from a home health aide arranged for by Roseann.  It also required a whole new way of eating. That’s where Roseann played a pivotal role.

Armed with a list of foods that Marty could not eat, Roseann trained the home health aide to read labels.  “We started by reviewing all the food in Marty’s pantry and discarding much of what was there,” Roseann recalls.  “Even canned soup contains gluten as a thickening agent.” The next stop was the grocery store, where Roseann purchased food to restock Marty’s shelves.

“We went over substitutes for bread, pasta and crackers and put together a list of menus that complied with these dietary restrictions,” Roseann says. She continued to monitor the work of the home health aide and Marty’s progress.  When Marty was able to do more and rely less on the home health aide, Roseann installed an emergency response system so Marty could summon help quickly, if necessary.

Marty is feeling much stronger and watches every morsel that goes into his mouth. Best of all, he’s driving again. He enthusiastically credits Roseann with helping him regain his valued independence.

*Member’s name has been changed to protect the family’s privacy.