An older gentleman called regarding a medication refill that he requested. He had waited at the pharmacy for two hours and was finally told to go home and they would call him. After two calls to the office and a wait at the pharmacy, he still had no resolution. Toward the end of the day, he still hadn't received a call-back and once again called the office. When the office closed at the end of the day, his waiting call was forwarded to the Call Center. By the time the patient spoke with the customer care representative, he was obviously upset.

Once Tanya received the patient's call it had been well over 30 minutes that he had been on the phone for the third time. Tanya patiently attentively listened to the patient's concerns. Not only was he concerned about the medication refill, but also referrals to neuropsychology, an unrequested home visit from the department on aging, a diagnosis of confusion listed on his after visit summary, and being asked at his last office visit if he was drinking alcohol or taking drugs. Tanya reviewed his concerns and explained each so the patient was able to understand his plan of care.

By the end of the call, she had gained the patient's trust enough that she was able to address some deeper issues. The patient said an offhand comment about ending it all, and Tanya asked the pivotal question about the patient considering suicide. Tanya quickly uncovered that the patient had a gun and a plan. Thanks to Tanya this patient is safe today. If she didn't have the concern and patience to uncover and address the deeper issues, we would be, as the patient put it, "reading about me in the paper."