What Does the MD Anderson Cancer Hospital Teach Us?

[Lynn S. Nored]

In Feb 2012 my wife was diagnosed with follicular lyphoma--cancer of the lymph nodes. She was diagnosed on a Friday and we were at MD Anderson for evaluation and potential treatment the next Tuesday. It was remarkable that the appointment was made immediately when they were called.  It was made, however, with the stipulation we could be at the hospital the following day.

Upon our arrival, there were parking attendants at the front.  There was w valet parking for all patients. Upon entering there was a reception desk to direct us to the location of our first appointment.   But what was extraordinary was the attitude of all of the staff--janitors, clerical personnel, doctors, and nurses.  One only had to hesitate, look around, or otherwise appear you needed assistance in finding your way, and someone would offer to help you.  We have had four visits to MD Anderson and this happened to us over and over again---from a variety of personnel.   

 

MD Anderson assigns a team of six persons for each patient.  This team not on includes the assigned  oncologist, physicians assistance, and clinical  nurse but also a Patient Service Coordinator, a Business Services Coordinator, and a Patient Advocate. This team is permanently assigned to you and does not change for any appointment or interaction you might have.  Note, that  it is not just the concentration on the particular physical cancer, but these services cover financial needs, someone to help you through the system, and in case you have difficulty someone to be your personal advocate within the system.

MD Anderson does not stop with the above. They have an Integrative Medicine section. This section covers such things as nutrition and diet supplements, physical exercise and massage therapy, and relaxation and stress reducing procedures. Their evaluation includes questions relating to all of the above but also relationships with family, determination if you have close friends, and inquiry into your spiritual life.

Besides the above information sessions are provided on all services and departments available at MD Anderson. There is also extensive counseling on the effects of any treatment you might have to take.

If you have appointments, you are notified by phone as well as by email multiple times before the appointment occurs. There is an a web page with information on your cancer and treatment, your account, and general information and links to beneficial data.

I note that you may send an email message to your oncologist or any member of your team. They are required to answer you email WITHIN 24 hours.

Personnel are cheerful, positive, and always helpful. They have a stated Vision, Mission, and Core Values that focus their work. These items are posted on their web site and reinforced publicly with signs posted periodically n the hospital.

 

What are the lessons we can learn from the above in the church??

1) There is a dedicated focus on serving all aspects of the needs of each person.
2) The tone and direction ( vision, mission, core values) should be set by the leadership of the church
3) People in the church should be trained extensively to focus on each member and to fulfill their needs
4) When a new person first arrives, they should be greeted warmly and directly personally to where they need to go.
5) Each member of the church should be trained to know how to engage newcomers, to be helpful to them, and to direct them to where they can find help.
6) Instead of just a perfunctorily "orientation session", each new person should be assigned comprehensive team of workers who can assist the new person in any area of his life that is needed.
7) Assignment are made to "connects" each new member to those in the church who have common interest and/or have the skills to fulfill he nees of that new member
8) A full compliment each new member needs should be addressed: 1)Any person's problem needing immediate attention 2) physical, emotional, financial, and spiritual needs inventory and persons to address them if needed and 3) a personal advocate within the church leadership to discuss any problems within the church 9) Communication, communication, and communication at all levels of the church. There should be a contact person where any member can call and get a response in some fashion no later than 24 hours, but the same day if possible.
10) Continual meaningful education programs by the eldership.
11) Continual followup by the church leadership. It is noted that each member should have a shepherd who if they miss church periodically ( analogy with MD Anderson, miss an appointment) , then they are personally contacted.