Case Study 001 · Transcend Patient Advocacy
Post-Surgical Advocacy · May–June 2026 · Banner Thunderbird & ClearSky Avondale
"No one should navigate a medical crisis alone. This is the case that made that belief into a business."
Background
Gloria Williams, 76, was admitted to Banner Thunderbird Medical Center in May 2026 for major spinal cord decompression surgery (T12-L1). What followed was one of the most complex post-surgical courses her family had ever navigated — and the direct origin of Transcend Patient Advocacy.
As the family member coordinating her care, Tiana Hoffman became Gloria's full-time advocate across acute hospitalization, rehabilitation at ClearSky Avondale, and discharge home — tracking labs, pushing back on premature transfers, catching medication interactions, and coordinating across specialists who weren't always talking to each other.
"I realized I had built something that most families never have access to — a complete picture of what was happening medically, what needed to happen before she moved, and what the team at ClearSky needed to know before she arrived."
Key Advocacy Actions
Gloria admitted for T12-L1 spinal cord compression. Advocacy began immediately — learning how acute care and inpatient rehabilitation systems connect, and how transfers between levels of care are evaluated and timed.
Gloria underwent surgery with Dr. Kumar. As a Jehovah's Witness, she had refused blood transfusions on religious grounds. Tiana ensured this directive was documented and honored at every facility, and confirmed an alternative anemia treatment plan (IV iron, then Epogen) was in place.
Gloria's sodium dropped to 126 mmol/L — one point above seizure threshold. Tiana worked directly with nephrology and nursing staff to understand the cause (a medication interaction with duloxetine causing SIADH), confirmed the tolvaptan treatment plan, and escalated to ensure ClearSky could manage chronic hyponatremia before any transfer was authorized.
Identified a significant unexplained drop in hemoglobin between two lab draws. Escalated directly with bedside nursing and called the outside lab directly to confirm a stat order status — obtaining verbal critical values from the on-call nurse overnight.
Identified a confirmed urinary tract infection where the active antibiotic was resistant to the cultured organism. Escalated to the physician before the next dose was given — preventing continued ineffective treatment.
Managed complete transfer coordination — facility verification, records transfer, medication continuity, and confirmation that ClearSky could administer tolvaptan daily and escalate if sodium dropped again. Built a full discharge packet for the receiving team.
After weeks of complex post-surgical care, Gloria Williams returned home. Medication reconciliation completed across three medication lists. Home health agency confirmed. Follow-up appointments scheduled across five specialties. She made it.
Outcome
Approximately 55 documented hours over three weeks demonstrated that families navigating serious medical situations need someone with clinical literacy, persistence, and documentation discipline on their side. Not a nurse. Not a hospital social worker. Someone whose only job is to advocate for the patient.
Gloria Williams came home. That's the outcome that matters. And the work that got her there became the foundation of Transcend Patient Advocacy.
Work With TranscendThe Moment That Matters
After weeks of complex post-surgical care, critical labs, and a transfer that almost happened too soon — Gloria Williams came home. This is what we work for.
Gloria Williams · June 2026 · Shared with permission