‘Concierge’ service to pain management from Baylor Scott & White Health’s Back and Neck Center

Baylor Scott & White Health’s Back and Neck Center. Photo by Jessica Turner.

Anyone who has experienced back or neck pain knows that the pain can be debilitating. Navigating appointments with specialists to determine cause and treatment options is painful in its own right: The process can be time-consuming and frustrating, adding insult to injury.

Not anymore.

“Baylor Scott & White Health’s Back and Neck Center provides a ‘concierge’ navigation service, an expedited and seamless pathway for those suffering from acute back and neck pain,” says Lori LeMay, director of neuroscience with the center.

Those with agonizing pain can contact the Back and Neck Center and, often within one business day, a nurse navigator will reach out to help. No referral or wait period is required, and primary care is promptly established.

“In traditional medical settings, sometimes a patient can wait four to six weeks to see a professional. We shepherd people through a managed process,” LeMay says.

Using a virtual visit, a nurse navigator determines the severity of an issue. If certain criteria are met, a patient quickly receives a telehealth appointment with an Advanced Practice Professional, who establishes a care plan. Patients usually don’t even have to take off work.

This concierge process facilitates everything for patients, “quarterbacking” between sub-specialists such as behavioral health, rehab, pain management and orthopedic and neuro spine specialists.

Sometimes, physical therapy will rectify a problem. Other times, physical therapy with pain management directives is in order. Professionals with Baylor Scott & White Health’s Back and Neck Center exhaust conservative treatment options before recommending surgery.

The team includes RNs who work with patients as nurse navigators.

“We triage patients over the phone, provide an evaluation, and answer insurance and other questions in a very thorough manner,” Brandie Morris, RN says. “Then if the patient has a referral for a sub-specialist, we set up that appointment and follow up with them afterward. We guide them through the entire journey.”

Baylor Scott & White Health’s Back and Neck Center implements a multi-disciplinary approach to care, which is highly beneficial from a patient’s perspective. The multi-care teamwork means there are many sets of eyes on each case.

“What stands out about this center is expedited care, assisting patients — navigate the process, having a case coordinator involved in a course of treatment and making sure no one gets lost in the system,” Morris says.

“We ease patient’s minds and offer assurance the entire time.”

Don’t let back and neck pain debilitate you. Get relief now by calling the Baylor Scott & White Health Back and Neck Center at 844-279-3627 or 469-814-222 or email BSWHbackandneckcenter@BSWHealth.org.

Physicians provide clinical services as members of the medical staff at one of Baylor Scott & White Health’s subsidiary, community or affiliated medical centers and do not provide clinical services as employees or agents of Baylor Scott & White Health or those medical centers.

Baylor Scott & White Health’s Back and Neck Center
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