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2nd April 2025
Meet Gemma McHugh - Patient Coordinator
Throughout your cancer care journey, having a compassionate, knowledgeable and supportive team around you can make all the difference. At Mater Private Network’s Mid-Western Radiation Oncology Centre in Limerick, Gemma McHugh, our Patient Coordinator, has an essential role in guiding patients through their cancer treatment pathway with empathy and expertise. Gemma has been part of our team for over four years, and her work ensures that each patient’s experience is as smooth as possible. Her role is to support our patients, answer their questions, and ensure they understand each step of their treatment, offering reassurance during one of the most challenging times of their lives.
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Can you describe your role as a patient coordinator?
As a patient coordinator, I assist patients throughout their treatment journey. After their initial consultation with our radiation oncology consultants, I help schedule necessary scans and explain the procedures. I provide support and answer any questions to ensure patients feel prepared and at ease. During their radiotherapy treatments, I guide them on what to expect and offer continuous support, making myself available for any concerns they may have.
Following the treatment planning stage, I guide patients through what to expect during their radiotherapy treatments. This can be a very difficult time for patients, and I am here to support them every step of the way. When they come in for their first appointment, I meet them, provide them with my contact number, and let them know they can reach out to me anytime with any questions or concerns.
What does a patient’s treatment journey look like at the Mid-Western Radiation Oncology Centre in Limerick?
A patient’s journey begins when the consultant’s secretary contacts the patient to schedule their first appointment. When they arrive, the patient will meet the reception team who will build a comprehensive report for the rest of our team. Following that, they will consult with one of our radiation oncology specialists, who will explain the treatment options available. If patients choose to move forward with treatment,, I give them a few days to digest the information before scheduling their treatment planning appointment.
At the planning appointment, we carry out a computed tomography (CT) scan to map out the cancer site. This is also the longest appointment in the treatment pathway, as we take the time to review all the details with the patient, answer questions, and introduce them to our nursing team and radiation therapists, who deliver the treatment.
Once the scan is complete, our medical physics team will work on creating a personalised treatment plan. This process can take a few weeks, and during this time, I stay in regular contact with the patients to address any concerns and keep them informed. When treatment begins, I continue to support patients, ensuring they understand the process and answer any questions they might have along the way.
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How do you support patients throughout their cancer treatment pathway?
Every patient’s needs are different, so it is important to offer tailored support to each person. Some may need help with transportation, particularly those from areas such as Kerry and Clare, who may not have someone to drive them to their appointments. With radiotherapy treatments often spanning 20 to 30 sessions, the logistics of getting to and from appointments can be challenging.
To support these patients, we offer the Kerry Cancer Bus service, funded by Mater Private Network in partnership with the Kerry Cancer Support Group. The service helps patients travel to and from their appointments, alleviating transportation barriers. It also provides a sense of community, as patients can meet others who are going through similar experiences, and form friendships and mutual support along the way.
Many patients may feel overwhelmed by the information shared with them during their appointments. Some may forget crucial details due to the stress of their diagnosis. That is why I ensure they have my number and encourage them to call me whenever they need clarification or reassurance. I am always happy to go over information again to make sure they feel comfortable and informed.
In addition to addressing their immediate concerns, we also strive to be flexible with the unique circumstances our patients face, whether it is managing home responsibilities or adjusting to the emotional challenges of treatment. Above all, our priority is to create a calm and caring environment for them.
What do you enjoy the most about your role?
I enjoy interacting with the patients. No two days are ever the same, and every patient is unique. Each individual requires different types of support, which keeps my role interesting and provides me with new learning opportunities every day. It is incredibly rewarding to know that I play a role in helping patients.
What qualities do you believe are essential for a patient coordinator to have in a cancer care setting?
Patience and be a good listener are crucial in my role. I know that patients often have little to no familiarity with medical terminology, and I am there to help them understand the process in a clear and approachable way. It is important to remember that cancer treatment is an emotional and stressful experience, so I aim to explain everything in simple terms.
Empathy is another fundamental quality in my role. I understand that no one wants to be in this situation, and many patients feel frightened or uncertain when they first come to us. That is why it is important to ensure they feel comfortable and supported from the moment they walk through our doors.
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