The Power of a Primary Care Doctor

Mother Grateful for Life-Changing Care of Son

When Marc-Andre Payette was born in Montreal in 1986, his mother knew he would have an extraordinarily challenging life. Little did Coleen Vance know at the time that a doctor from The University of Vermont Health Network – Champlain Valley Physicians Hospital (CVPH) would have such a profound impact on her and her son by doing one simple thing.

According to Vance, her son was born with a cleft lip and pallet. He was also diagnosed with cerebral atrophy, “and a profound developmental delay with some spasticity.” This meant it would take Payette, who was the oldest of three siblings, several years to learn how to walk as a child, while struggling with speech and other health related issues. As a teenager, he suffered a head injury that caused him to go blind. And Vance says she and her son struggled to find a good combination of medicine that could help him have a better quality of life.

They moved to Rouses Point in late 2000, and Payette continued to struggle. That all changed when Vance and Payette began seeing Steven Heintz, MD, a primary care physician at the CVPH Family Medicine Center.

“When Dr. Heintz first met Marc, his behaviors were on a downward path. He had four hospital stays in 18 months and ended up in the ICU. I had no outside support,” she recalls. “But Dr. Heintz kept an open mind. He was willing to listen as I was advocating for my son. And he was willing to incorporate things when it seemed to make sense and was best for Marc.”

Vance admits there were trying moments. She points to Dr. Heintz and his consistent steadiness in helping turn things around for herself and her son.

“I cried a lot and complained a lot, and Dr. Heintz was always patient and reassuring. His calmness was contagious, and we needed that calm as much as his medical knowledge,” she explains. “He also gave Marc and I an opportunity we never had before. One doctor for both of us. He managed to treat us together, but individually. I don’t think any of us realized then just how profoundly this shift in the management of our care would dramatically change our outcomes.”

Vance credits Dr. Heintz for making the last 13 years of her son’s life the happiest and healthiest for him. Before Payette’s health began to deteriorate, she says he had gone 12-and-a-half years without a single overnight stay in the hospital.

“For Marc to go that long without having to stay in the hospital is proof of how having a great primary care doctor can change a person’s life. I feel like Marc and I were given a second chance and we made the most of it,” Vance admits.

Sadly, Payette passed away earlier this year. What his mother remembers the most now is his infectious laugh.

“Oh, how happy he could be. We got some video of him laughing,” she says. “Oh my goodness, when he was laughing, everybody in the room laughed.”

And she remembers how Dr. Heintz made a difference in her outlook on life, searching for any opportunity she can to find the silver linings of any situation. Her father was so grateful for the care Dr. Heintz provided Payette, he donated more than $30,000 to The Foundation through its Honor a Caregiver program. The program allows patients and their family members to pay tribute to any hospital team member who offers meaningful comfort and care throughout their experience. The Foundation presented Dr. Heintz with a certificate and a pin during a surprise ceremony Vance was able to attend. It was another chance for her to share how much his effort meant to her.

“There were lots of tears from both of us. I knew I was going to cry. For me, it was a magical moment to see how he was impacted by that recognition as well. Words can’t explain how grateful I am for the support Dr. Heintz and all of the nurses at the Family Medical Center provided,” she says.

While she misses her son terribly, Vance is grateful for the time she had with him and the lessons she learned through all the ups and downs they both experienced.

“I believe Marc was born for us, to teach all of us about unconditional love. I believe everyone who knew Marc learned something about themselves. I know I did.”