My mother was recently diagnosed with Alzheimer's and it is very difficult for my father to deal with after nearly 60 years of marriage. My father often feels overwhelmed and helpless when it comes to my mother. My mother is on a very expensive medication which we are able to get free from a company that helps low income and elderly patients. The previous MD's office had not followed through one time on the calls and paperwork for the med, causing my parents to pay $700 out of pocket.
I recommended my parents switch providers and at the establishing appointment with Dr. A's office, my father expressed his concern about the medication. Dr. A assured my father that his nurses would take care of them and if they did not to let him know.
My dad filled out the paperwork and was supposed to give it to me to take to the MD office. At the last minute, he asked if he could take it himself to the office while they were in town for another appointment. The nurse was busy, so a message had been put on for a callback.
When done with their other appointments we had still not heard back from the office. We were near the office so went there to see Mary Ann in person. The PSR staff advised me that Mary Ann had 3 things going on right now and was with a patient but to have a seat and she would be out as soon as she could.
We sat in the waiting room for about 15 minutes or so. My dad was feeling guilty about making such a big deal about it and kept crying in the waiting room. I got him calmed down and Mary Ann came out. She introduced herself and smiled brightly. You would never know that she was having a very busy day and was dealing with multiple issues. With my parents, she acted as though she had all the time in the world. She did not rush my father's explanations about the form. She asked questions and reassured him she would take care of it. He advised her that certain things had to be done in a particular way or the form would be declined, and they would have to start over. She advised him she would do everything in her power to handle the situation but could not control what the company did.
She reassured him that she would consult with her social service person to make sure it was all done properly. He continued to be tearful and she was supportive and allowed him to regain his composure and continue his thoughts and concerns.
Mary Anne met with my father yesterday. I was not at this meeting. Later that night I asked my father about how he felt about the paperwork. He said much better. He felt like everything was going to be okay for my mother's medication now.
Big thanks to Mary Ann Hillard for patiently helping my father through a very rough and anxious time for him.