At OneWorld, we build trustworthy relationships.
While clinicians provide direct care to patients, the Patient Support Team helps open doors for people who need it. This team has three key functions: language services, referrals and case management. Case managers provide support for cervical cases, breast cases, some aspects of tuberculosis cases and more. Meanwhile, interpreters from the team
can provide in-person support for patients who speak Q’anjobal and Karen. “I think that’s what sets us apart as well,” said Patient Support Supervisor Yesenia Chavez. “We’re not just trying to schedule and get them out of the door. We’re, we’re forming that relationship and we’re making the patient feel comfortable.”
Prepare, Educate, Empower: Equiping patients with personalization
It all goes back to a binder. Like Mary Poppins’ magic bag, just the right thing can be summoned from the binder at just the right time – if you know how to use it. Inside the binder are resources that help OneWorld patients tap into additional health services, or referrals. It’s the job of the Referral Care Coordinators (RCCs) to know the myriad resources contained within the binder and how these resources can be applied to a patient’s specific needs. For example, a patient who comes to their primary care provider for a concern might need a referral to a cardiologist. After the primary care
appointment, the team of RCCs is tapped to find an appropriate specialist, while working with the patient to overcome any barriers that stand in the
way of taking the next step for care. “It’s a lot more than just getting them
scheduled,” said Patient Support Supervisor Yesenia Chavez. “It really is helping them in every aspect of their referral, so that, one, they feel comfortable going to that appointment, and then two, feeling comfortable
also accepting another referral that would come after that.”
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ISSUE 3 2025 | EXCHANGE
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