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Jasmin Matamoros, RN
EC
All Children's Hospital
Saint Petersburg, FL
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On a recent evening, the hospital's switchboard received a call from Bay Area Medical Exchange. Bay Area provides after-hours answering services to our specialty physician practices. Their service had received a call from a Spanish speaking dad who was unable to communicate what the problem was. The Answering Service operator had done all she could in trying to understand if the caller was experiencing a medical emergency. She called the Switchboard looking for assistance. Although hesitant, the operator offered to transfer the call to the EC in an attempt to locate someone who could translate. The EC located Jasmin Matamoros. The entire call was recorded.
Jasmin exhibited many of the standards we look for in terms of Service Excellence. She actively listened. She had a positive, 'can-do' attitude and she was certainly accountable. Jasmin recognized not only the concern in the Answering Service operator's voice but the panic in that of the dad's. Jasmin listened patiently to the dad only to discover that his four-month old's heart monitor reading while erratic was lower than normal. The monitor's instructions were written only in English and he did not understand. Jasmin stayed on with this dad putting him at ease and instructing him to what point the baby would need to come to the EC. The dad still wanted to speak with the physician. Jasmin obtained all of the needed information so the service could relay the info to the on call Cardiologist. Jasmin went above and beyond with this call. While assisting the answering service is not part of the job, Jasmin recoqnized the patient safety concerns and got involved.
The Answering Service Manager was so impressed with Jasmin's compassion she contacted the Call Center Director to inquire about recognition. The few minutes that Jasmin took out of her regular duties resulted in both patient safety and family satisfaction while leaving a positive impression with the service on All Children's staff. Jasmin did such an excellent job she deserves to be recognized with the DAISY Award !!!
