A New Page at 90: Louise and Jack Find Trusted Care at Mosaic

At 90 and 91 years old, Louise and Jack Swanson have lived a life full of movement, adventure and good health.

Married for more than 70 years, the Bend couple raised three children, traveled the country in their RV, climbed mountains and spent countless hours birding together. Since moving to Bend from Albany in 1998, they built a life rooted in faith, curiosity and community.

“We’ve been very fortunate with our health,” Louise says. “We’ve traveled a lot, and have not had flu or even colds. There was no need to see doctors.”

But as the couple entered their 90s, Louise describes this season of life as “a new page.”

Healthcare concerns began to feel more urgent. Their previous health clinic had frequent turnover. Doctors came and went. Appointments often felt rushed, with attention focused more on a computer screen than on conversation. Questions led to referrals across town. Phone calls were difficult. Return calls, uncertain. Louise says it was easier to just drive there in person if she needed to talk to someone.

Then came flu season. Louise asked what would happen if she or Jack became sick. The answer she received was that they should go to urgent care or the emergency room.

“I thought that was not acceptable,” she says.

However, the idea of changing doctors felt daunting.

“There was a lot of stress on my part, just thinking about changing doctors. At this age it is really hard to do,” says Louise. “But I’ve lived quite awhile now, raised three children, seen a lot of doctors and gained a bit of wisdom. I thought there has got to be something different.”

A New Friend and a New Way

Louise and Jack regularly attend Friday lunches at the Council on Aging of Central Oregon. It was there they met Jean Stevens, a volunteer patient representative on the board of directors for Mosaic Community Health.

When Jean heard about their frustrations with their healthcare, she shared her own experience with Mosaic.

After lunch, following her tried-and-true approach, Louise got in the car. First stop: PacificSource, to confirm Mosaic was covered by their insurance. Second stop: Mosaic’s Conners Health Center.

“We went straight to Mosaic,” Louise says. “Right away I could tell it was a different feeling, a different attitude. I asked if we could become patients, and everyone was so helpful.”

Front desk staff explained how to enroll through Mosaic’s call center and helped Louise set up her MyChart account. When she called, her call was answered promptly by “a wonderful young man,” she says. Within a week and a half, both she and Jack had new patient appointments scheduled.

Armed with a list of questions, the couple met with Dr. Doug Dryden.

One concern that had previously been dismissed was taken seriously and addressed thoroughly. Then, while listening to Jack’s heart, Dr. Dryden detected something slightly off and ordered an EKG. Louise immediately wondered where across town they would need to travel for the test. Instead, the EKG machine was right there on site. The test was completed immediately and revealed that Jack had experienced a slight heart attack at some point in the past—something no previous provider had caught.

“To top it all off,” Louise adds, “the woman who helped me set up MyChart remembered my name.”

As they left their first appointment, Louise asked Jack what he thought. Jack said he thought he had really been seen by the doctor, not just seen as part of a process.

“It really meant a lot to me to hear him say that,” Louise shares. “It is important to me that he is comfortable with his healthcare providers.”

A Difference You Can Feel

“Each person we interacted with at Mosaic was helpful and welcoming, each in their own personal way,” Louise says. “All these people have their own job roles, but the attitude they have is the same. It is so different than other places. You can feel it.”

Later, when Jean read Mosaic’s mission statement to her—to provide trusted quality care, with compassion and support for all—Louise had an “ah ha” moment.

“That’s it,” she recalls thinking. “That’s the difference. That is who Mosaic is. It is important because I know where you are coming from and who you are.”

Louise now keeps a copy of the mission statement on her refrigerator. She has shares it—and her experience—with friends.

“At this point in my life, some things have become more important to us than before,” she says. “I had no idea healthcare could be like this.”

For Louise and Jack, turning the page in their 90s did not mean settling. It meant finding care that feels personal, listens, notices and is worthy of trust.

And that has begun a new and important chapter for them both.

Interested in becoming a patient with Mosaic? Meet our providers or call us for a new patient appointment.