Seeing Healthcare From Both Sides

After decades of working inside healthcare systems in both clinical and leadership roles, it wasn’t until I had to navigate the system for a loved one that I truly understood how difficult healthcare can be for patients and families.

Despite my experience, I encountered delays, fragmented communication between providers, and moments when it felt as though no one was seeing the full situation.

Standing in that space — between what healthcare systems intend and what patients actually experience — changed the course of my work.

It led me to become a Board-Certified Patient Advocate, where much of my work now focuses on helping patients and families find clarity in complex medical situations.

One of the things I see repeatedly is how quickly the healthcare system moves during critical moments. Tests are ordered, consultations happen, and decisions are expected — often while families are still trying to understand what is happening.

My first clinical mentor, an ICU charge nurse, once said something that has stayed with me for years:

“Let’s slow that train down.”

In many ways, that phrase captures what advocacy can bring to complex medical situations — the opportunity to pause long enough for clarity and understanding to emerge.

I’m curious to hear from others in this community who may have had a similar experience.

For those who have worked within healthcare systems before becoming advocates, what did you see differently once you were on the patient or family side of the experience?