Emily was the case manager covering our unit on Blake 13 on a Sunday. I had never met her before. I gave her a list of several patient needs we had for the day, which seemed like a lot -just from our unit, as we were busy that day. 

We had a patient who needed to travel to Martha’s Vineyard and needed a ride with her newborn baby to catch the ferry in Woods Hole to get home to the Vineyard. Because of the distance and time involved, it took a lot for Emily to coordinate and get approval for a cab voucher. She explored all possible options and costs for the patient and cost for the hospital to do the most convenient for the patient and safest, most cost-effective option.
 
We communicated many times throughout the morning via Voalte and she was always professional and pleasant. After several hours she was able to get a cab voucher approved by the hospital and hand-delivered the voucher to our unit. She then made sure there was a Brazilian Portuguese interpreter for the patient in the lobby so that her transition to the cab would be smooth. She expressed that she wished the patient well. 

She apologized to us for taking so long. When in actuality, we were so thankful for her and for dealing with the complicated organization of this process. Knowing she had many of our other patients, she was providing case management care for. When I asked her how many floors she was covering, I was so surprised at the number!!  She was so thorough despite how busy she was. Emily made a difference in a wonderful way and I’m so glad I got to meet her face to face. She is a DAISY Nurse for sure!