The Saskatchewan health-care system engages PFPs to ensure the patient perspective is at the table. Wendy is the plan member voice for 3sHealth’s Employee Benefits team. She is uniquely positioned for this role. Wendy worked in the Saskatchewan health-care system for 25 years as a unit clerk and, later, as a medical transcriptionist. In 2007, Wendy was diagnosed with gastroparesis, or paralysis of the stomach. She has had many surgeries and medical visits, and she was eventually diagnosed with Sjögren syndrome, a serious autoimmune disorder that affects moisture-producing glands. Wendy used health and dental benefits throughout her career. She applied for and received disability benefits before retiring in 2012. Wendy knows well what it feels like to be a plan member filled with doubt, worry, and frustration and uses her experience to suggest improvement ideas to the Employee Benefits department.

Wendy began working with 3sHealth Employee Benefits in 2020, providing her valuable insight to multiple projects, such as The Employee Benefit Plans Promise. Wendy also recently presented to Employee Benefits employees at a department meeting. She asked the department to consider “emotional intelligence” when carrying out their work.  

“I learned this new phrase through the Canadian Medical Association – emotional intelligence,” said Wendy. “It means treating each other with empathy, dignity, and compassion. Really listen to your plan members when they are talking to you. It does make a difference in both patients and health-care providers.” 

“People access their benefits during difficult times. For example, applying for disability benefits can be a difficult process full of unknowns. Emotional intelligence goes a long way.” 

Wendy’s presentation was moving and helped employees reflect on the role of emotional intelligence in their work.

“Regardless of the kind of day we are having, we have to remember that there is a person on the other end of the phone. A form is not just a piece of paper. It represents a person who needs help,” reflected Jessica, a Claims Adjudicator. “We probably have not experienced what someone applying for disability has experienced. That is why it is important to be kind and let people know that we hear them.”

Thank you to Wendy and all plan members who provide feedback to make us better together.  

If you have questions about your benefit plan, call 3sHealth at 1.866.278.2301 or email ebp@3sHealth.ca.

This story was originally published as part of the 3sHealth Employee Benefit Plans Spring 2024 newsletter. Click here to access the full newsletter.