I have been a PACT RN and clinical educator for Primary care in some form or fashion as active duty or with the VA for over 19 years. Susan has not just demonstrated one principle in her working with my father, she has shown all the principles that portray ICARE.
My father came onto their panel roughly one and a half years ago and until recently, his health has been stable enough to be an "annual visit patient only". Over the past few months, I as well as other family members, had noticed small changes in some aspects of his health. Susan made me feel fully informed and showed the highest level of customer service. She worked with me via phone and Skype in establishing timely follow up. When we came to the appointment recently, Susan was right there (this has been my second trip from San Diego for my father's appointments and Susan has been right there at the front desk) ready to greet my father with a smile, a "Hello," and a warm invitation. He has balance issues and Susan displayed interpersonal regard allowing my father to quickly trust her and accept her care recommendations and above all moving safely.
My father has a NonVa Primary care provider that he has seen for years and years and unfortunately is not as effective as he once was. Susan effectively represented the VA and was able to use her communication skills to bolster the organization's image convincing my father he should utilize the VA as his primary.
ICARE is a total package; I know it can be challenging at times because I have to live it daily myself. Susan's ICARE image is a complete package. She demonstrates a comprehensive knowledge of the nursing field and the VA organization, she displays an outgoing personality, she is warm and genuine, and she displays a high level of personal integrity. I could never thank her enough for the care she has shown my father.