“Kellé allowed me to truly become a partner”

When a patient felt hopelessly lost, Dr. Kellé Payne was there. The director, Patient Relations/Risk Management Medical Affairs, listened, empowered and helped the patient find her way forward.

Here’s the patient’s story, in her own words:

“I believed I had become hopelessly lost within a health care system that literally seemed to have built-in roadblocks and dead-ends. At best I felt forgotten, and at worst I felt disposable. As a lifetime citizen of British Columbia and a 25-year loyal and passionate public servant who is NOT ready to leave the workforce, I decided I was not prepared to accept either option. My 2015 New Year Resolution was to undertake a quest to self-advocate for an assessment by a medical practitioner who had substantial clinical experience with Sjogren’s Syndrome – as was suggested by my dentist in August 2014.Based on proximity and population, Vancouver was a logical starting point, but I was prepared to seek medical attention outside of the province if required.

My quest led me to the VCH Patient Care Quality website where the following two sentences leapt out at me:

We recognize that navigating through the maze of facilities and health care providers can sometimes be overwhelming, especially if you are facing health challenges.  Quality care is best achieved when you become partners in care with us, your health care providers.

I wanted a partnership!

• January 1, 2015 – I wrote to a generic VCH e-mail requesting assistance in finding a Rheumatologist in Vancouver who was familiar with Sjogren’s Syndrome.
• January 5, 2015 – I received a personal e-mail from VCH advising me that my note had been forwarded to Patient Care Quality, and someone would respond to my specific question.
• January 5, 2015 – A few hours after receiving the e-mail, I received a telephone call from Kellé Payne, Director, Patient Relations / Risk Management, Medical Affairs. Kellé told me that she had received my inquiry and that although she did not have an immediate answer to my question, she would get back to me within two business days. She spoke to me with such an unusual combination of conviction, warmth, and professionalism – I believed her and felt an immediate sense of HOPE. Although I did not yet have the information I was seeking, as both a Provincial Government Program Manager and a patient, I was inspired by the high level of service I had received based on one inquiry!
• January 6 to 9, 2015 – Kellé contacted me a number of times by e-mail and telephone to provide information and/or seek clarification on specific issues.  Within the week, not only did Kellé provide answers to my questions, she had also arranged for a referral to a Rheumatologist in Vancouver.
• January 14, 2015 – The Rheumatologist had scheduled an appointment to see me, and because one specific symptom concerns him, his staff have put me on the appointment cancellation list. Knowing that I had to travel from Victoria, the Rheumatologist’s office also coordinated a same-day appointment for a lip biopsy with an ENT. I literally felt like weeping tears of joy and relief – but alas – tear production is rare, so I expressed my exhilaration to my family, friends and colleagues in a tear-free manner.

The webpage (http://www.vch.ca/your_stay/partners_in_care/partners_in_care ) and generic e-mail were amazing service channels that facilitated contact, but Kellé was the person who provided resolution.  She allowed me to TRULY become ‘a partner’ by listening to me, consulting with knowledgeable medical staff, staying connected with me along the way, and finally by facilitating a referral to a team of physicians who are not only concerned – but fully qualified to deal with my unique health issues.

The Patient Care Quality Program and Kellé are such incredible assets to VCH and to citizens across the province.  Kellé is passionate, personable, knowledgeable, and she is clearly dedicated to HEALTH CARE and SERVICE EXCELLENCE.” 

 Please note: We occasionally edit patient correspondence for brevity and privacy.