When patients in Israel start on our therapy, the first person they hear from is Karen Huller, Device Support Specialist (DSS) Regional Manager Israel and Senior Intake Coordinator.
She explains the next steps, including the required paperwork, and assigns them to a Device Support Specialist (DSS), the technician who trains the patient on the use of the portable device, often at their home.
As a patient’s first contact from Novocure, Karen aims to empathize and make a trusted connection.
“It’s very important to me that patients know they’ve reached somewhere a bit different to the regular health system, that they can trust me to steer them in the right direction,” she said. “Patients can count on me to be available if they have questions.”
Patients are often in a vulnerable place when they hear from Karen. They’re facing a difficult diagnosis and often have undergone surgery and additional treatments already.
“These people have had their world come tumbling down,” Karen said.
“Patients can count on me to be available if they have questions.”—Karen Huller, DSS Regional Manager Israel and Senior Intake Coordinator
Karen, who joined Novocure in 2019, has a background in nursing. She once ran a community health clinic with more than 10,000 patients. Her years of experience working with chronically ill patients has prepared her to empathize with the patients she encounters at Novocure.
“I’m quite used to speaking to patients and trying to see where they’re coming from, trying to see what level they’re at, if they understand what’s going on,” she said.
Some patients and caregivers are calm and optimistic about their future treatment. Some are highly emotional, even angry. In those cases, Karen tries to understand where their anger is coming from. Did something else happen? Did they expect something different than the way things are? Do they want to start treatment sooner than is possible?
Karen also ensures that patients feel heard and cared for long past their conversation. She maintains a close relationship with the DSSs on her team and passes along patients’ concerns so they can address them.
At Novocure, our colleagues demonstrate empathy every day. We strive to practice empathy for patients, healthcare providers, fellow colleagues and everyone else with whom we interact.
“I feel that empathy is the core of helping our patients along their journey,” Karen said.
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