Caregiver Feature 
Patient Relations Advocates help patients navigate the sometimes complicated world of health care. This special role takes a special person, and Shary Haag brings the perfect combination of emotional intelligence and grit to this position.
Following a major medical diagnosis, many patients — understandably — find themselves in an extremely emotional state. Adding to the stress of a diagnosis is the sometimes complicated plans of treatment laid out before them. “Our patients don’t always know how to navigate the health care system,” said Shary Haag, Patient Relations Advocate.
Shary works to connect with patients to help them understand their care and to address any concerns that they might have. “Sometimes we get called to a hospitalized patient’s room so I can visit with family members,” Shary explained. “Sometimes we talk on the phone. Some are calling in to compliment the care that they received here. And sometimes they call in with their complaints or concerns.”
When Shary connects with patients, the conversations can occasionally involve some heated discussions. Shary, however, is unflappable in the face of this conflict. “I’m actually kind of an adrenaline junkie,” she said, “When I get people who are upset or angry, that actually gets me hyped up to find a solution.”
Shary, who has been serving in this role for 18 years, is a trained social worker. “It takes a special person to be a social worker. Our focus is really to help people, and I really think that’s why I’ve been successful and why I’ve been here for so long.”
Why a social worker?
“When you’re working with patients or family members who are upset, you always have to remember that they’re not mad at you. The first thing you have to do is separate yourself, and I think as social workers, we do a pretty good job at that.” Shary’s experience and training as a social worker serves her well as she connects with patients. “We were also taught to funnel things down into smaller pieces in order to get to the root of the problem,” she said. One of Shary’s goals is to help patients feel like they have a trusted adviser in their medical journey and that they ultimately feel like a partner in their care.
Shary went on to describe that any ire that a patient brings to the Patient Advocacy desk is hardly ever actually aimed at a caregiver. Rather, Shary said, it often comes down to fear. “Many of our patients are walking into the unknown. So when it comes down to it, they’re just very scared — what’s going to happen to me? What’s my next step? So just sitting down and having that conversation with them is very beneficial because it gives them more insight into their care; their care is a partnership.”
All about Shary
When Shary isn’t working, she loves spending time with her family — including her three children, six grandchildren and one great grandchild. “We try to spend a lot of time together as a whole family; that’s really important,” she said.
Shary also shared that her Native American heritage is an important part of her identity “I’m enrolled on the Pine Ridge Reservation. My family is from the Manderson area, but I actually grew up in Custer,” she said. “My culture is very important to me, and I’m learning more about it. I’ve made some very good friends, who are mentors, who have really helped me through several different things about my culture.”
Shary has also found that sometimes her culture provides valuable perspective when connecting with patients and their families. “Working with Native American patients, they know that I’m Native, so connecting through conversation, I think it just makes them feel a little bit more comfortable — that there’s another Native American who’s working to help them.”
For many patients, receiving treatment for serious medical conditions is one of the scariest moments of their life. But with the compassion and care of a Patient Relations Advocate, a patient might just find an ally in their recovery journey. “We always leave our numbers with our patients, and they know that they can always call us,” Shary said. “Even after their discharge, they can give us a call if they have questions about what’s next or any other questions.”
Sidebar: Medical treatment can be an emotional time for patients and their families. Patient Relations Advocates are here to help during these potentially stressful times. Scan the QR code to connect with Patient Advocates like Shary at any of our hospitals or clinics to discover how these allies can serve you during your journey of recovery.