Michele Johnston
November 2020
Michele
Johnston
,
RN
Ambulatory Pediatrics
University of Virginia Health
Michele spent more than the first hour of her day helping this elderly gentleman navigate a complex healthcare system and she did it with such kindness and compassion.
This morning I was sitting at my desk and an elderly gentleman walked into the office. The man was very hard of hearing and it took several exchanges to determine he was looking for the "ear doctors." I was not sure how he ended up in the Old Medical School or exactly where the ENT clinic is actually located, but as I prepared to figure this out, Michele was walking in for the day and overheard our exchange.
She stepped in and said she would walk the gentleman to the main desk in the West Complex and help him find his appointment. It turned out the elderly man, who disclosed he had driven from Lexington this morning, did not yet have an appointment in the ENT clinic. He explained this was the only day he could come to Charlottesville and he thought he could just go in and see a doctor. After bringing the man back to her office, Michele gathered his information and called the ENT clinic who explained if he had Medicare, he would need a referral from a Primary Care Physician or he would have to pay out of pocket for his visit.
Michele established that this was the case, but he had no PCP. She tried to find out if the man had family or supports who could help him navigate this system, but he revealed he came to Virginia to help his Great Granddaughter and she was not able to assist him. He explained he needed his hearing aids, and it was clear he did. Michele then called the Social Worker to get some assistance for this gentleman and left a message for them to please reach out to him. She called to see if there was any chance he could be seen by a Primary Physician today, but as you might guess, was out of luck.
Michele did reach the clinic in Stuarts Draft where she helped the man schedule an appointment and register, so he could get established with a primary care physician closer to his home and obtain the ENT referral he needs. Next, the gentleman mentioned he needed to find a Social Security office and asked if there might be one in Charlottesville? Michele then helped him find an office and programmed the map app in his phone that would direct him to that office. She then helped him find his way out of the building and to his car across the street.
This is just one example of the thoughtful individual Michele is. She is a Pediatric RN Care Coordinator who spent more than the first hour of her day helping this elderly gentleman navigate a complex healthcare system and she did it with such kindness and compassion.
She stepped in and said she would walk the gentleman to the main desk in the West Complex and help him find his appointment. It turned out the elderly man, who disclosed he had driven from Lexington this morning, did not yet have an appointment in the ENT clinic. He explained this was the only day he could come to Charlottesville and he thought he could just go in and see a doctor. After bringing the man back to her office, Michele gathered his information and called the ENT clinic who explained if he had Medicare, he would need a referral from a Primary Care Physician or he would have to pay out of pocket for his visit.
Michele established that this was the case, but he had no PCP. She tried to find out if the man had family or supports who could help him navigate this system, but he revealed he came to Virginia to help his Great Granddaughter and she was not able to assist him. He explained he needed his hearing aids, and it was clear he did. Michele then called the Social Worker to get some assistance for this gentleman and left a message for them to please reach out to him. She called to see if there was any chance he could be seen by a Primary Physician today, but as you might guess, was out of luck.
Michele did reach the clinic in Stuarts Draft where she helped the man schedule an appointment and register, so he could get established with a primary care physician closer to his home and obtain the ENT referral he needs. Next, the gentleman mentioned he needed to find a Social Security office and asked if there might be one in Charlottesville? Michele then helped him find an office and programmed the map app in his phone that would direct him to that office. She then helped him find his way out of the building and to his car across the street.
This is just one example of the thoughtful individual Michele is. She is a Pediatric RN Care Coordinator who spent more than the first hour of her day helping this elderly gentleman navigate a complex healthcare system and she did it with such kindness and compassion.