Patient access representatives develop bond with men’s support group started in UCHealth waiting room

Leah Rose and Ruth Palacios make it their mission to know every patient who enters their waiting room at UCHealth Longs Peak Medical Center by name and a little about their story.

Over time, the two patient access specialists noticed a pattern: a group of men who always sat together before their daily cancer radiation treatments.

What started as lighthearted chats in the waiting room turned into deep conversations and an organic support group. The men began sharing their cancer journeys and swapped tips to make treatment prep easier.

“It was incredible to watch them interact and grow from pleasantries to what they call a brotherhood now,” said Palacios.

Rose and Palacios were inspired by watching this peer support group develop naturally. They built a bond with these men and suggested that they name their group to formalize the daily gatherings.

The pair turned to AI for inspiration and presented an idea that the men loved: Radiators. From then on, the men were known as “Radiators,” and they dubbed their caregivers the “Beam Team.”

The more time Rose and Palacios spent with the Radiators, the more they picked up on habits that hinted at some treatment prep challenges.

“Their treatment prep requires them to have full bladders, and Leah and I noticed they always had liquids with them when they arrived,” said Rose. “This sparked an idea for us to formally recognize our appreciation for the relationship we built with these men.”

After work, Rose went to Michaels and bought bright green mugs. Palacios headed home to use her personal Cricut — a smart cutting tool — to design custom “Beam Team” labels to place on the mugs.

When Rose and Palacios surprised the men with their custom mugs, the reaction was unforgettable. “They were thankful, emotional and teary-eyed,” said Palacios. “They even asked us to sign the mugs.”

“The price of a few mugs to make these men feel special and seen for their camaraderie was worth every penny,” said Rose.

The men made their own Radiators shirts and gifted bright green Beam Team shirts to every member of their care team at their treatment graduation.

“They had shirts for me and Ruth, the doctors, their nurses… everyone who helped them through their journey. It was such a kind gesture,” Rose said.

Now that the Radiators have graduated from their radiation treatment, they often come back to Longs Peak Medical Center to greet new radiation patients and offer their support to those who are open to it. They share the hope they were given when they were starting their treatment journeys.

“These men have full hearts,” said Palacios. “We are so blessed to form these special relationships with our patients.”

“They are a daily inspiration for all the good in the world,” said Rose.

From mugs to matching shirts, Rose and Palacios proved that compassion sparks community. Their thoughtful gestures remind us that care can begin in the waiting room.