At Alameda Health System (AHS), we are not just health care, we are people care, focused on meeting the individual needs of our patients. No one exemplifies this commitment more than Pov Krouch, administrative manager of the vascular lab at the Wilma Chan Highland Hospital Campus (WCHHC), who recently played a vital role in connecting new patient David Coleman with the care he needed.
“I feel very fortunate to have received ‘concierge’ level service and patient care from Ms. Krouch,” said Coleman. “From the moment she answered the phone, the entirety of my complex situation was professionally and caringly addressed by actively listening to both my situation and health care concerns.”
Referred to AHS by his primary care physician (PCP), Coleman encountered difficulties when trying to schedule a series of vascular tests. After being transferred multiple times without clear guidance, he was finally connected with Krouch.
She could hear the frustration in his voice but also noted that he was extremely knowledgeable about his current health status and his journey toward securing a diagnosis.
“He told me that his PCP was screening him for peripheral artery disease (PAD), a condition where the arteries that carry blood to the legs and arms become narrowed or blocked,” shared Krouch. “I assured him that I would take good care of him and that I just needed some additional information.”
Krouch carefully researched his case, tracked down his referral, and promptly scheduled his screenings at the WCHHC which included a venous Doppler ultrasound that evaluates blood flow, as well as an arterial duplex ultrasound and an Ankle Brachial Index (ABI) Test.
In addition, understanding the immediacy of his concerns, Krouch helped to connect Coleman with the Presumptive Eligibility (PE) program for Medi-Cal and his lab appointment was then scheduled for the following day.
As a twenty-four year veteran of the vascular lab, Krouch prides herself on providing this type of efficiency and effectiveness when it comes to caring for patients. “We’re all extremely busy but it’s so important to take those extra few minutes to let our patients explain their situation so we can connect them to the right care,” she said.
Coleman shared that the next steps on his health care journey include evaluating the diagnostic testing results with his PCP followed by a consultation with a vascular surgeon at the WCHHC.
He credits Krouch for being a trusted partner to a new patient and shared his gratitude for her going above and beyond on his behalf. “Her competency, thoroughness and concern for my situation were truly remarkable,” said Coleman. “I’m so very grateful to Ms. Krouch who made me feel cared for both as a person and a patient.”
At AHS, we believe in whole-person care, where every patient is treated with dignity, empathy and respect. Krouch’s actions are a shining example of how real people provide real care, because at AHS, it’s not just health care, it’s people care.