“The Heart of My Care Team”: A Patient’s Journey with NELC

Laurie, a recent New England Life Care (NELC) patient, reflected on a journey she never expected ~ one that began with sudden illness and evolved into a complex need for infusion therapy, nutrition support, and coordinated care across multiple settings.

From Sudden Illness to Complex Care

In January 2024, Laurie was admitted to Maine Medical Center with a bowel obstruction. After an otherwise healthy life, she suddenly found herself critically ill, undergoing surgery that resulted in short bowel syndrome requiring IV fluids. Her recovery was prolonged and challenging. After discharge, she was readmitted due to severe nutritional issues and began total parenteral nutrition (TPN). With a PICC line in place, she felt overwhelmed preparing to manage care at home.

“I was very scared about how I would handle my own care,” she shared. “I felt like my care was disjointed.” After stopping TPN, she later experienced kidney failure, requiring frequent ER visits. It was then that she reconnected with NELC.

Finding Stability Through NELC

NELC became a turning point. Beyond clinical care, the team helped connect Laurie with a physician at Dartmouth Health who could manage her complex needs.

“NELC stepped in and right away found a physician who would take me on,” she said. Laurie also faced housing instability and a lapse in insurance. “Even when I had to stay in different places, NELC made sure my deliveries followed me,” she shared. “When I lost my insurance, they helped bridge the gap and supported me in getting it reinstated.”

A Connected Care Experience

“I love NELC. My health is as important to them as it is to me,”  Laurie said. She highlighted the coordination across nursing, pharmacy, nutrition, financial support, and delivery teams.

It takes a team to manage my healthcare needs, and NELC is a well-oiled machine,” she said.

Building Confidence at Home

While transitioning to home infusion initially felt overwhelming, education and support made a lasting difference.

“The videos were incredibly helpful because I could replay them as needed,” she said. “And I always knew a nurse was just a phone call away.” That reassurance helped her gain confidence in managing her care.

Reassurance for Others

“I was afraid at first, but what felt overwhelming became manageable and now it’s easy,” Laurie said. “The team always has your back.” She added, “When I call NELC, I feel normal. They understand me and make me feel like part of their community.”

Reflecting on her journey, Laurie describes NELC as more than a provider. “They are the village that supports you,” she said. “NELC is the heart of my care team.”

A Patient-Centered Mission in Action

Laurie’s story highlights the importance of coordination, compassion, and connection in delivering care at home. It reflects what NELC teams provide every day ~ a seamless, supportive experience that helps patients feel confident, cared for, and never alone.