Mystery of the Lost Leather Folder, How One Nurse Helped a Member Get His Records Back

Humana Medicare Advantage member William, 86, is an organized gentleman. He keeps medical information, including contact information, hospital paperwork and important documents, in a special leather folder.

When William began experiencing shortness of breath, he grabbed his folder and went to the closest hospital emergency department to be checked out. The hospital ran tests and monitored him for a couple of nights, particularly since he had just had open heart surgery the month prior.

Sara McIntosh, registered nurse and Humana Certified Case Manager, called William after he was discharged from the hospital to see how he was doing at home. William was feeling well physically but concerned that he couldn’t find the folder containing his records.

“He had checked everywhere, and he was certain he had left it at the hospital,” said Sara. “That was the last place he had it.”

Sara provided emotional support and carefully helped William think through all the places he had looked for his folder to make certain that ‘no stone was left unturned.’ Sara recognized that this folder was very important, and she was ready to step in and help.

William told Sarah that he called the hospital soon after he got home and had spoken with people in the emergency department, the unit where he stayed overnight, and even the security department. He described the folder to each person and was told they would look for it.

William was glad to get a call later that same day to let him know that his folder was found. Great! He went back the next morning to retrieve the folder, but it wasn’t there.

After listening to this story, Sara assured William that she would contact the hospital and see what she could find out about his leather folder. “That would be wonderful,” he said.

Sara called the hospital and was transferred from person to person, never giving up. Eventually Sara reached a patient advocate working at the hospital. This person listened as closely to Sara as Sara does her patients. “The advocate assured me that they will look into this, then report back to William as soon as they find the folder,” said Sara.

A day later, the advocate called William with good news. They had found his leather folder, and the patient advocate would personally deliver it to his home after work. When Sara called to follow-up, William eagerly wanted to share his update.

"I don't know what you said, but you shook some trees and did something amazing,” said William. He told Sara how much he truly appreciated her efforts in helping him get his folder back.

We know how important the little things are to you. In fact, it’s the little things that are actually big things which are most important to us. Your peace of mind is our priority. And that’s why when something goes missing, we are by your side in the search until you find what you are looking for.

“This was a great opportunity to help someone,” said Sara,” and I was so glad it was me doing it!”