Richard’s Story: Finding Support When It Mattered Most

Richard Waits has been a Trust participant for more than 22 years, including 20 years working at Haggen. As a Union rep and Wellness Volunteer, he spent much of that time helping others understand their benefits. But when a health crisis came up unexpectedly, he needed support himself. That’s when the Guardian Nurses Mobile Care Coordinator (MCC) Program stepped in to help.

A Health Emergency Hits Home

Richard had just suffered a heart attack and was diagnosed with a heart arrhythmia. He was in the hospital, overwhelmed and unsure of what came next. His wife, also a longtime Trust participant , was by his side—stressed and trying to keep up with everything. Then something unexpected happened.

“On the second day, this guy just shows up at the hospital,” Richard recalled. “It was Samuel Hirst, a Guardian Nurse. He already had our paperwork, knew who we were, and got everything started. He faxed documents, talked to doctors, and had forms filled out right there with us. It was incredible.”

“If you’re in a situation where you feel overwhelmed, just make the call. Emergencies are never expected, and Guardian Nurses help you navigate them.”

As Richard explained, when a PPO Plan participant is admitted to the hospital, the Guardian Nurses program is notified through the system and they send a Mobile Care Coordinator directly to the hospital to offer help in person.

For Richard’s wife, the support was a huge relief. “She said it was such a weight off her shoulders. We were in crisis and having someone step in to handle all that meant the world to us.”

Beyond the Paperwork

But Sam didn’t just show up once. When Richard was transferred to a second hospital, Sam was there again. When post-surgery appointments were scheduled, Sam was taking notes. He followed up, checked in after the surgery, and even called Richard once he was home.

Now Richard is working to spread the word so more people know this benefit exists before they need it. His advice to fellow participants? “Just make the call,” Richard urges, whether you face an inpatient hospitalization, surgery, or learn of a serious diagnosis. “The program is private. It’s part of your health insurance. And it’s there to help.”

“It felt like I was being taken care of,” Richard said. “Like I wasn’t just a number. That level of care? You don’t forget it.”

Completely confidential. No cost. Real support.

The Mobile Care Coordinator (MCC) Program is available to all eligible PPO Plan participants, including spouses and dependent children.

To request help from an MCC Nurse if you are going to be hospitalized, or for a serious health condition, call (877) 362-9969 and select option 2.