Social Work, Customer Service Managers' Dedication to Patients Runs Deep

At the Myeloma Center, patients have more than just their physicians and nurses looking out for them. Harold Dean, clinical social work program manager, and Sonja Thornes, customer service manager, are integral parts of the patient care team.

“My goal is to try to make our patients’ time at UAMS easier,” Dean said. He joined UAMS in 1988 and what is now the Winthrop P. Rockefeller Cancer Institute in 1993.

“A cancer diagnosis can be so overwhelming on so many levels,” Dean said. “I hope my work provides patients with resources from emotional support to practical assistance that helps them feel empowered and better able to cope with their diagnosis and treatment.”

Dean, who also serves as president of the Board of the Directors of the Association of Social Work Boards, credits his commitment to patient care to his early home life.

“My family placed value on trying to help others,” he said. “Serving others gives meaning to my life and enriches me personally.”

In addition to being responsible for the daily operations of the Myeloma Center’s social work department, Dean meets with patients for their initial social work assessments.

“Meeting new patients is one of the most enjoyable parts of my job,” he said. “I learn so much from our patients and they inspire me with their courage and resiliency.”

He also coordinates his department’s presentation of the numerous special projects and events his department offers, ranging from holiday-themed gatherings for outpatients and those admitted to the hospital to educational programs focusing on both medical care and coping skills.

A team effort

“There is absolutely no way I could do my job without the other members of my staff,” Dean said. “I am one of the luckiest people at UAMS to be able to have Jael Hastings, LCSW, Margaret Srygley and Carol Wallace on my social work team. I would not be nearly as effective in my current role were it not for the support and skill of such fine, smart, dedicated professionals.”

Dean oversees the training activities of the University of Arkansas at Little Rock graduate students pursuing a master’s degree in social work who intern with the Myeloma Center. He is also involved in support groups, serving as co-facilitator of the Leukemia and Lymphoma Society’s monthly Little Rock Blood Cancer Support Group and oversees a twicemonthly cancer support group for the UAMS Cancer Institute.

Lovin’ from the oven

Dean is renowned among colleagues and patients for baking well into the morning hours (his shortbread cookies are a favorite) for the fall and spring bake sales his staff and other Myeloma Center employees have held to benefit the patient support fund.

The ties that bind

Thornes, like Dean, goes the extra mile for the center’s patients. She joined UAMS in 1990 in the admissions office and previously worked in the Myeloma Center’s insurance department. In 2008, she became customer service manager where she works closely with the center’s new patients, volunteers and social work department.

“I try to develop close relationships with our patients, especially during active treatment,” Thornes said. “During those times, we become family.

“Harold and I have similar ideals for our patients, which is why we work so well together,” she said. “We want to treat the whole person, not just the cancer.”

One of her favorite duties is leading the new patient orientation each Wednesday afternoon at 3 p.m.

“I get to meet all of our new patients, introduce them to our facility and answer questions regarding their initial visit here,” Thornes said. “I have befriended many of them and their families as we all have,” she said. “I feel blessed to say that many of the patients ask to visit with me when they return for checkups.”

Thornes, a U.S. Army veteran, said working at the Myeloma Center shares some similarities with being in the military.

“I continue to get to meet people from all over the nation and the world and it is my privilege to represent UAMS.”

Compassion and care are key

“I think it’s the personal touch, and the caring nature of the professional relationships that develop between our patients and all the members of our treatment team that sets us apart from other oncology centers,” Dean said . “Our people make the difference,” Thornes added. “Our amazing physicians, nurses, our extremely hardworking staff and their attention to detail.” . “I learn so much from our patients and they inspire me with their courage and resiliency.”