Kelly consistently shows compassion and dedication to her patients. I share an office with her and have seen it time and time again. Patients will call her office phone directly for any issues they may have because they know she will get the job done.
For example, there is one particular patient with a complicated history who has required extensive work to obtain referrals. This patient's house was found to have toxic black mold, which she suspected to be the underlying cause for the multiple ailments her family was experiencing. Kelly took it upon herself to coordinate the necessary referrals for the patient's entire family. She dedicated hours of work coordinating with family practice providers, Referral Management, and Humana to determine which specialists in the area could conduct mold testing and treatment.
Unfortunately, because the patient was intending to sue the housing company, some specialists who were capable of the testing and treatment declined to accept the family because they did not want to be involved in the legal process. After days of work and countless phone calls, Kelly was able to find the right specialist and proceeded to enter referrals for the patient's entire family.
Since this incident, the patient will only contact Kelly on her direct line for any of her healthcare needs. Despite the patient not being on her provider's panel, Kelly never redirects her to her PCM's team and instead, takes the patient's issues into her own hands. Another example involving this patient is when she called Kelly and expressed her concerns about a plastic surgery referral for an ongoing issue. Her family is PCSing this summer and wanted to know how to get a network referral to see a specialist out in town. She told Kelly that her previous experiences with NMCP's plastic surgery clinic were not the best and that she would like to avoid it at all costs. Kelly contacted NMCP to inquire about their referral process and found a solution for the patient.
This is just one story of Kelly's dedication and commitment to her patients, though there are many other accounts. Just the other day, a corpsman coming off of Quarterdeck watch told me that a lot of patients called the Quarterdeck that day asking to be directed to Kelly because they did not want to call the Call Center and have their message be directed to anyone other than her.