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It was immediately evident this was not going to be a routine wellness visit. In fact, it stretched out
over a whole week.

The 80-year-old member was recently discharged from the ER after she fractured her pelvis and
sacrum. The ER told her that since she did not break a hip, they could not admit her. So, within a
few hours she was back home in bed, unable to walk and with uncontrolled pain.

Which is exactly how I found her along with her frail husband, who was battling futility in taking
care of her needs. Im ready to fall on my face, he told me.

She was discharged with home care services, but in the days since no assistance. She was
evaluated over the weekend by a home health nurse, who classified her as "bed ridden" and not
appropriate for physical therapy.

I made several phone calls to the home health agency discussing the situation, the need for physical
therapy and the appropriateness of admission to a rehabilitation center.

Finally, a physical therapist evaluated the member and agreed the member should be admitted to a
rehab center. But the ordeal was far from over.

Over the next several days of calling the local rehabilitation facility, we were able to finally secure a
bed for the member, but first the facility needed records from the home health agency, a doctors
order for a chest X-ray/TB status, and a doctors order for admission to the facility.

I spoke to her doctors office several times over the course of several days. They agreed to order the
chest X-ray but refused to order the rehab saying it needed to come from the ER. I called the ER.
Since she had been discharged, they said they had no obligation for her care. Finally, the doctors
office relented.

I continued to keep the husband informed throughout the week. He left me a message the evening
of her admission thanking me for my assistance and saying I was an "angel."

We do so much more than annual "wellness visits." We make a huge impact in the lives of our
members.