Often we hear specific feedback from our valued members about our clinicians. These notes of gratitude underscore the impact that each Optum HouseCalls employee has in achieving our mission to help members live healthier lives and make the system work better for them.
One important way our clinicians do that every day is by recognizing indications that require further evaluation, as Richard did, according to the husband and wife who shared this story. Richard was able to foster a sense of comfort and create rapport during his visit — skills that proved crucial to this visit in particular.
When HouseCalls advanced practice clinician Richard arrived at his appointment with a husband and wife, the wife immediately expressed concern about her husband’s breathing problems and suspected complications of gout. The couple wasn’t sure how to best manage these conditions at home. As part of his process during the 45-minute visit, Richard took the time needed to answer their questions and allay their worries. Richard also reviewed the couple’s medications with them, ensuring that they understood what each was for and how to take them properly.
During his physical examination of the husband, Richard was able to see that the gentleman had significant fluid retention. With the husband’s permission, Richard made an appointment for the husband to see his primary care provider, possibly helping to avoid hospitalization.
The wife was so moved by the care Richard provided that after he left their home she called Optum HouseCalls. She noted that she appreciates the HouseCalls visits every year as a special service that makes such a difference to her and her husband. She said Richard left them both with greater peace of mind and certainty about the next steps they should take to manage their health.
For his part, Richard says he loves the interaction with his clients. Grounded with a deep sense of respect for the members, Richard looks for ways to put his clients at ease and instill calmness into each visit so that they can trust him with their health concerns.
As Optum HouseCalls employees, this is the kind of positive and caring experience providers like Richard create for every member at every home visit.
Learn more at: optum.com/housecalls
About the Author
Jennifer Pryce, DNP, CNE, ANP-BC, GNP-BC
Vice President, HouseCalls Clinical Field Operations, Optum