When Roots Run Deep…Collective & Inter-generational Trauma in a Small Town

I have an unusually strong affinity for small towns. Some people find more energy and excitement in the big city, but to me there is an undeniable allure and richness within the layers, roots, stories, and secrets of generations past that define small town America. I am intrigued by both the triumphs and woes that give a place identity and how this influences the collective consciousness of its residents.

This collective consciousness or energy is much more palpable in a small town. Ripples of change are felt more acutely- more intimately. It is as if you would compare a pebble being tossed in a fish bowl with a pebble being tossed in a lake.

These ripples carry energy- both positive and negative.

Ripples carrying the anticipation of the local parade. The relief from the local festival boosting business. The celebration of the Friday night football victory. The pride of this year’s graduating class. The excitement of a new store or coffee shop coming to town.

download (2)

Ripples also carrying the unease when business gets slow and jobs dissipate. The grief that permeates when somebody passes on. The helplessness of addiction that can swallow communities alive. The desperation felt at Sandy Hook, Sutherland Springs, Roseburg, Blacksburg, and too many others.

Even events that may seem small and commonplace- marriage, divorce, a child’s struggle, illness, financial strife, and more can have significant impacts in a small town as one individual can have so many interconnections with others.

The communities where I currently practice in Oregon- Sisters & Silverton, have been fortunate to enjoy recent economic prosperity, growth, and are both known as desirable destinations. Working in mental health you learn to appreciate stability, but also to look beyond the charm. You learn about grief, bullying, scandal, loss, and family dysfunction with roots dating all the way back to the Oregon Trail.

homepagewide

Trauma in a small town can be both collective in that it is felt by many whether or not they directly experienced the event and/or intergenerational in that the pain can be transferred from one generation to the next.

The intricacies and dynamics of all these interconnections can also create a level of stigma as asking for help can seem too risky or too vulnerable. There may be fear of gossip, a breach of confidentiality, or simply being able to find someone to talk to without bias.

The beauty of small towns however is that in this web of interconnections, deeply rooted generations, and tight knit community is also power. Small acts of kindness are not so small. Creating space for vulnerability and authenticity in our schools, places of worship, and social gatherings can have far reaching impacts. Seeking common ground rather than reinforcing divisions can create a net of safety and acceptance. Valuing community instead of self-reliance. Creating dialogue about the hard stuff- depression, anxiety, grief, addiction, trauma, suicide, and shame can take someone from a place of isolation to empowerment.

Albeit perhaps for selfish reasons, my role as a mental health provider seems to have more significance in a small town when an individual’s progress seems to have more immediate impacts on their family, workplace, school, and ultimately, the community.

In summary, while the place in which we live has an impact on our identify and self-concept, it is also our actions and beliefs that help define and transform a place. In the meantime, I continue to enjoy the great privilege of being part of the small-town experience…and dropping my pebble in the fishbowl.

With gratitude,

Audry Van Houweling, PMHNP-BC, Owner & Founder, She Soars Psychiatry, LLC

www.shesoarspsych.com

2017-09-09 Audry VanHouweling Headshots (2 of 2)

 

How Selling Bras Made Me a Better Provider: The Lost Art of Customer Service in Medicine

Let’s rewind a bit…I was 18. Having just graduated high school, I was on the hunt for my first real summer job. Feeling determined to find something ‘glamorous’, I landed the all-important job of selling bras for someone named Victoria who had a secret, if you get my gist. I laugh now, but at the time I sure was proud of my black blazer, first set of high heels, and pretending to be an expert in all things feminine.

bras2

Despite the minimum wage, inconsistent hours, and somewhat annoying supermodels starting down at you with condescension from their black and white posters, I can tell you in all seriousness that my years selling intimates have made me a better medical provider.

bras1I worked at “VS” on and off for the next five years through my undergraduate days. The wages did not get much better and the hours were still sporadic, but in addition to feeling suave in my black blazer and heels, I learned a few things about customer service. Certainly, the art of customer service could have been learned elsewhere, but when you deal with women, breasts, bra size, insecurity, and vulnerability, you better be careful with your words, be a good listener, personalize each client’s experience, and treat every woman (and the occasional man) with respect.

Let’s fast forward now to present day. My days of selling bras are long over. I have worked in healthcare for the past 10 years in various locations and facilities and truth be told, when it comes to customer service, “VS” takes the cake…easily. To put it simply, our healthcare system is at the bottom of the barrel when it comes to prioritizing a customer’s experience.

Buying a bra can be downright stressful and even sometimes scary, but going to the doctor can take fear to another level.

Maybe it is just a check-up, but you are terrified of the scale or if the doctor is going to notice that 10 extra pounds. Maybe it is one of those “preventative procedures” we all dread—pap smear or colonoscopy, anyone? Maybe you are awaiting results that are going to dictate your future livelihood. Maybe you are going to disclose your history of trauma or abuse.

And yet when we are at our most vulnerable, we continue to encounter:

  • Long wait times
  • Confusing paperwork
  • Not feeling listened to
  • Poor communication
  • Unnecessary errors
  • Overworked staff
  • Lack of transparency
  • A lack of empathy
  • Sterile office environments
  • Feeling rushed through an appointment

doctor's officepatient

This would not be tolerated at “VS” or any customer service industry. Could you imagine these characteristics describing a restaurant? A hotel? Real estate? Okay yes, maybe the airport. Oh- and the DMV. Point is, most businesses would fail if they operated this way!

It is important to know that many wonderful, well-intended, and extremely knowledgeable providers work in our mainstream healthcare system. I can relate. Many of them are frustrated and disillusioned, but feel stuck. Many of them know that things can be done better, but feel overwhelmed by bureaucracy, which of course makes it hard to feel inspired and passionate, which ultimately impacts patient care and customer service.

It is not the people that are the problem, but the system. In mainstream healthcare, it is not the patient that is the customer, but the third-party payor (your insurance), which is dependent on billing codes that dictate severity and therefore, what the healthcare facility is being reimbursed. Therefore, the patient is not actually the customer, but rather the entity from which reimbursement and codes are derived from. Personally, when I worked in mainstream healthcare, I had far more communication with the billing department than I did with anybody involved in patient satisfaction and in our team meetings, billing, documentation, and insurance dominated the conversation…not customer service.

On the other hand, team meetings at “VS” were serious business. We would role play, troubleshoot, and brainstorm process improvement. We talked about how we greet customers, communicating as a team, our body language, putting aside judgment, and following through. Sounds so applicable, yet so sadly distant from healthcare.

Truth be told, in the midst of other revelations, my years selling bras contributed to my departure from conventional medicine. I had had a glimpse of what prioritizing customer service looked like and I was eager to emulate that personalized experience as a medical provider.

An experience that included:

  • Prompt communication with me. Not a medical assistant, not the nurse, not the receptionist, me.
  • Prompt scheduling.
  • Transparency and true informed consent. We talk about side effects. We talk about options. It is ultimately the client’s decision.
  • Goals are not defined by a standardized rubric, but are designed to meet the circumstances and needs of each client.
  • Being seen on time.
  • Eye contact. Eyes on the patient, not a screen.
  • Reflective listening.
  • Empathy.
  • Holistic care that considers all aspects of wellness.

There is no ‘right way’ to practice medicine, but the art of customer service is too frequently overshadowed by reimbursement and payors. Certainly, there are exceptions out there as some facilities have been compelled whether by reimbursement or patient demands to innovate and truly prioritize the patient experience.

Every healthcare provider is on their own journey. Many providers are still committed to the mainstream model and that is OK especially if they can feel they can thrive not only financially, but professionally and emotionally. For now, I am embracing my journey, happily applying the lessons of my bra selling days, and looking forward to continuing the art of customer service one unique client at a time.

Thanks for listening everyone.

With gratitude,2017-09-09 Audry VanHouweling Headshots (2 of 2)

Audry Van Houweling, Owner & Founder, She Soars Psychiatry, LLC

www.shesoarspsych.com

How to not turn into Scrooge this winter- combattting winter blues and SAD

Word is around my neck of the woods in Central Oregon that this winter is set to rival last year’s (and last year was BAD)…while it is still decent outside I am choosing to be in denial about this, but inevitably I know the snow and the rain is right around the corner. And no, I am not a great skier despite living in Central Oregon, so winter can be a bit of a drag to put it simply.images

images (1)

As I write this, I am listening to the pouring rain across the mountains in Silverton, Oregon– where I maintain a practice. It is damp, dark, and dreary, but thank goodness, the people are wonderful and the town is charming in all seasons. So too is the lovely town of Sisters, Oregon– the home base of my practice.

Irregardless of your optimism, winter may still be a struggle and you are certainly not alone.

Let’s talk about winter blues and seasonal depression- also known as seasonal affective disorder (SAD). Winter blues affect many of us and can be characterized by decreased energy, motivation, a dampened mood, and weight gain. Seasonal depression or seasonal affective disorder however can be downright debilitating characterized by major depression, hopelessness, elevated anxiety, sleep disturbance, and fatigue among other symptoms.

images (2)

Researchers in evolutionary psychiatry have theorized that winter blues and to an extent seasonal depression may have been our body’s way of “slowing down” when resources were few in order that we can preserve our energy to last through the winter months. Eighty-percent of SAD sufferers are women and more predominately, women of child-bearing age. This has been theorized to be due to the high energy demands of pregnancy and the need for energy to be conserved. While this might all make a bit of sense, we live in a 24/7 society where “slowing down” is often not an option for many of us.

The physiology of SAD is multi-faceted; however, when the dark days of winter descend on us, our sleep-wake cycle also known as our circadian rhythm can often be disrupted. Melatonin, the neurotransmitter responsible in part for making us sleepy can become “phase delayed” meaning that it is being secreted on the wrong times of day.  Evidence has also shown that serotonin, another very important neurotransmitter that supports our mood and regulates anxiety, may be in part dependent on light activation. Blue light in particular is transmitted from the back of our retina to the suprachiasmatic nucleus and then to the raphe nuclei where serotonin neurons originate. When light runs short in the winter, the raphe nucleus is not triggered as often and serotonin production may be diminished.

5986036

Practical Ways to Combat SAD

  • Exercise increases serotonin! Bundle up and exercise outside ideally. If you do go to a gym or stay home try to do so in daylight and near a window.
  • Think about trying a winter sport. Yes, I will work on my ski legs.
  • Soak up the sun whenever possible. If you are fortunate to have sunlight, try to spend a minimum of 15 minutes outside. If the sun is not an option, think about investing in a SAD lamp such as this one
  • Laugh and be merry. Enough said. But limit the alcohol- alcohol is a depressant!
  • Stay centered. Practice meditation, which in itself can improve our brain’s signaling and vitality.
  • Eat protein. Amino acids such as L-tryptophan (commonly found in our Thanksgiving turkey), are precursors to neurotransmitters such as serotonin and melatonin.
  • Be sure to take your Vitamin D and get your Vitamin D tested! People can be chronically low in Vitamin D especially in the winter months. I advise taking at least 1000 iu daily of Vitamin D3 daily although some people may need much more to restore healthy levels.
  • Seek help from a healthcare provider or counselor. Seasonal affective disorder can be debilitating. Medication, supplementation, and psychotherapy can help with managing symptoms.

 

Wishing everyone a safe and joyful winter season. Be kind to yourself.

With gratitude,

2017-09-09 Audry VanHouweling Headshots (2 of 2)

Audry Van Houweling, Owner & Founder She Soars Psychiatry, Sisters/Silverton

http://www.shesoarspsych.com