Cartersville, Ga. (November 18, 2025) – When Lu arrived for her follow-up appointment after an abnormal mammogram, she wasn’t just facing medical uncertainty—she was navigating a world that often struggles to accommodate her unique needs. Living with a complex medical history that includes frequent seizures, mobility challenges, and reliance on a service animal, Lu’s experience could have easily been overwhelming. But thanks to the extraordinary efforts of Breast Cancer Nurse Navigator Tabitha Mitchell and the compassionate care provided by Dr. Cathy Graham and CMA Yenmy Ruiz, Lu’s visit became a powerful reminder of what patient-centered care truly looks like.
Because phone calls trigger Lu’s seizures, Tabitha reached out via MyChart and email—one of the few safe communication methods for Lu. Over several days, they exchanged messages and discussed her medical history. Lu brought in her standard medical documentation, which she provides to all providers due to her inability to complete forms online or under fluorescent lighting. The team graciously accepted her paperwork without hesitation—an act Lu described as “remarkable.”
From the moment Lu entered the clinic, she felt seen and respected. “Everybody already knew everything,” she wrote. “Nobody had a problem with my crazy outside-the-box physical disability needs. I was treated with honor and respect from the instant I walked in your front door.”
Lu described her time with Dr. Graham as transformative. She felt heard, understood, and empowered. “It felt like we were brainstorming together,” she said, “gathering various pieces of information that I had no idea were interrelated.” Even after returning home, Lu began connecting dots in her health journey that had previously felt confusing and isolating.
Dr. Cathy Graham, a renowned breast surgeon, reflected on the experience: “Every patient deserves to feel safe, heard, and respected. Lu’s visit reminded us that when we take the time to truly listen and prepare, we can create an experience that empowers and uplifts. That’s what patient-centered care is all about.”
CMA Yenmy Ruiz demonstrated exceptional care in handling Lu’s service dog, Mocha. Upon meeting Lu, Yenmy offered her a handshake, who in turn used the resulting scent to give Mocha a “designated as safe” command. Yenmy then discreetly shared this approach with Dr. Graham, who followed suit. This thoughtful coordination helped Mocha stay calm and focused throughout the visit, making her presence seamless. Lu described the experience as “amazing on so many levels.”
Yenmy’s attentiveness didn’t stop there. She immediately recognized Mocha’s subtle seizure alert movements—something most people miss—and simply asked Lu if she was okay. When Lu nodded, Yenmy continued without hesitation. Later, from across the room, Yenmy raised an eyebrow to silently check in again, accepting Lu’s nonverbal response and continuing her conversation with Dr. Graham. Lu described this as “unprecedented” and deeply validating.
The imaging teams at both the mammogram and ultrasound clinics demonstrated exceptional professionalism and quiet adaptability in accommodating Mocha, Lu’s medical alert service dog. When Mocha needed to be positioned under Lu’s wheelchair rather than in her usual spot behind her, the staff responded with ease—handing Lu her shirt, which she placed on the floor to signal Mocha’s designated space. Mocha immediately settled there, maintaining the necessary physical contact to provide alerts. During her echocardiogram, Mocha calmly rested between Lu’s legs, again without disruption. Both teams handled these adjustments with such natural grace that Lu was able to focus entirely on her care, rather than on managing her accommodations—an experience she described as unprecedented and deeply appreciated.
Lu’s story is a testament to the power of thoughtful communication, teamwork, and empathy. It’s also a celebration of the behind-the-scenes heroes like Tabitha and Meta, the mammography lead at the Hope Center, who go above and beyond to ensure no patient falls through the cracks.
“Being treated as an equal partner again is such a relief,” Lu shared. “Not to mention it’s empowering beyond description.”
At Piedmont Cartersville, patient-centered care isn’t just a philosophy—it’s a daily practice rooted in respect, compassion, collaboration, and excellence. Every patient is treated as a whole person, with dignity and understanding, no matter how complex their needs may be. Lu’s experience reflects the heart of our mission: to make a positive difference in every life we touch, through personalized care, clear communication, and unwavering support.