I reached out to the hemodialysis unit to gain clarification on the time a patient was scheduled and also to gain a better understanding of why she was not seen at the previously planned time. Amber took the time to explain to me the steps taken to adjust the hemodialysis schedule based on the individual patients in order for me to provide effective communication and clarification for the patient on the process that was seen previously as a delay. Because of the information provided by Amber, I was able to provide clear and accurate details on the reasons for the chair time changes, which resulted in a positive response from the family and patient.

I reached back out to Amber when the family member voiced concerns due to her outpatient schedule being four days a week and how it could result in a negative impact if we did not follow the plan that her mother was used to. From my point of view, Amber took into account the patient, family members, and staff members. She made adjustments in the schedule to change the patient’s time from 0400 to within an hour of our last phone call to accommodate the days the patient was accustomed to. The family member who was advocating felt listened to and that her concerns were addressed regarding dialysis. As the staff on the other end of the phone, I felt considered because she was professional and patient while listening to my concerns, educating me on the processes, and developing a plan that made the family and patient content. During this same shift, Amber also came to the unit to talk with a different patient who was refusing to participate in dialysis and was not only able to get him to agree but also transported him to their unit herself.