Redesigning Care: Holly Thorn Eases the Path of Patients in Interventional Radiology

Three years ago, Holly Thorn became the first Outpatient Nurse Navigator for GBMC’s Interventional Radiology (IR) service, creating a new system for caring for patients. Today, no one can imagine the program without her. In fact, IR now has an Inpatient Nurse Navigator, as well. And other hospitals are trying to learn from this example.

Before IR had Nurse Navigators, no one with a medical background was on hand to resolve the logistical details that needed to be aligned before a procedure.

“The patient would get down here, not even realizing anybody had put an order in for them to have a procedure,” Thorn recalled. “It was frustrating for us, scary and frustrating for them. It was just not the kind of care GBMC strives to provide for its patients."

Thorn presented program managers with a proposal for making a change. The role she designed begins with scheduling the patient for a procedure and continues through as much follow-up as the patient needs. They tested the effectiveness of providing Nurse Navigator services to IR patients, saw the results, and added the position.

Logistics are only the beginning. As their Nurse Navigator, Thorn can explain procedures to patients and help them understand what will be happening.

While many patients, especially cancer patients, are treated by the IR team, the work is not widely understood.

“When you say interventional radiology, no one knows what we do. I had no idea what interventional radiology was when I came to work here,” Thorn said.

When a patient needs a biopsy for diagnosis, a port for chemotherapy, or a drain to relieve excessive fluid around their lungs, usually an interventional radiologist performs that procedure.

“Once they arrive in IR,” Thorn said, “they realize they are in good hands. We have a dedicated team of excellent, compassionate clinicians.”

Most patients need help understanding their cancer diagnosis or adjusting to life with a port or a drain. As Nurse Navigator, Thorn is in touch with them from the moment she schedules their procedure, explaining each step of the way. She not only clears any logistical hurdles, such as pre-procedure lab tests, but, more importantly, she also helps to ease their fears. And if the patient is going home with a port or a drain, she remains in touch, checking on their progress and answering their questions.

Patients appreciate her compassion and clear communication. Her colleagues rely on her clinical expertise and knowledge, as well as her agility in solving problems as they arise.

It is expertise she gained as an emergency and critical care nurse before joining the IR team. And it is knowledge she has continued to build, in her practice and by continuing her education. Last May, Thorn completed a master's degree in Nursing, in Population-Based Care Coordination. She and her husband both opted to pursue master’s degrees at about the same time. He finished his in December.

With their schedules now a bit freer, the couple has more time for hiking and exploring area brew pubs with their American Husky (American Eskimo) puppy. They’ve also made travel plans for the first time in a few years.

Having created a new position, earned her master's, and expanded on the care the IR team provides for patients, Thorn might be overdue for some travel.