I wanted to express my highest appreciation for the experience I had with Mary Cady at American Lake VA:
As a Patient Advocate, I was dealing with a very challenging Veteran who was expressing incredible frustration with a medication. I departed my office to go to Yellow Team. Mary was available and I explained the situation to her in detail. Mary promptly looked up the Veteran.
After a brief conversation, Mary came with me back to my office to speak with the Veteran. Upon arrival, the Veteran was not present. We then went to the Pharmacy waiting area where the Veteran was not present, so we went back down the hallway to the Primary Care waiting area, and again the Veteran was not present. We both then walked outside of the building. I was able to identify the Veteran who was already in their vehicle departing the facility.
I approached the vehicle and explained to both the Veteran and the spouse that I have a colleague (Mary) that was willing to further address the Veterans concerns and convinced them to pull over. Mary patiently listened and conversed with the Veteran while still seated in their vehicle for more than 15 minutes. Mary displayed all ICARE principles and I am grateful that she is a valued member of our organization and part of the American Lake Family.
Thank you Mary!