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At PHM, every patient conversation is an opportunity to better understand individual needs, improve the therapy experience, and help support better long-term outcomes. That mindset is something team members are trained and passionate about bringing to every interaction, as recently demonstrated by Customer Service Specialist Kiajia Loree.
While speaking with a patient who had recently become eligible through insurance for a new PAP machine after more than five years, Kiajia took the time to walk through the latest technology, discuss therapy comfort, and answer questions about the replacement process. The conversation focused not only on new equipment, but also on the importance of comfort and fit in helping patients stay consistent with therapy and experience the full health benefits of treatment over time.
As the conversation continued, the patient shared that his wife was currently with another sleep therapy provider and was also using an older machine. Recognizing an opportunity to help simplify care and better support both patients’ therapy needs, Kiajia discussed how PHM could help them receive supplies, replacement equipment, education, and ongoing support together through one provider.
After speaking with the patient’s wife, Kiajia learned that she had recently experienced health challenges and was looking for a simpler, more supportive experience with her sleep therapy care. Understanding the importance of reducing stress, improving comfort, and helping patients stay successful with therapy, the PHM team quickly coordinated appointments for both patients to help expedite the replacement process.
Moments like these are what Patients First looks like in action — taking the time to listen, think beyond the immediate need, and find ways to help patients feel more comfortable and supported for their long-term success and overall health.