Annie Ritchie is an extraordinary nurse because she enhances the experiences of patients and families in our clinics and has shown me the importance of being part of an exceptional team. She goes above and beyond all the time! And she does so without even thinking it is extraordinary. I could fill pages with examples of the tremendous ways she has impacted my patients and their families, but I have chosen a few stories.
Last month, I received one of the Top Excellence Awards for Patient-Family Experience, but one of the first things I thought was that Annie deserves half this honor. I have realized that I'm a better physician having Annie by my side during my clinic visits every day. She sees my patients as her own, and my patients and families see that we are a team. When families send MyChart messages, they address them to both of us. They seek her advice as much as mine. During my clinic visits, Annie is always completely "present" and listening in the most mindful way. She is a remarkable listener, but she also has a unique ability to hear what's not being said. She knows when families need things clarified, when they need extra time for discussion, or when a child simply needs to come out of the room to play.
I recently saw a patient in my Rehabilitation Clinic who has been struggling with neurologic issues following her traumatic brain injury. Annie chose to stay in the room for this lengthy and emotional visit, despite it being after 5 pm. After many tears and a long discussion, we developed a detailed plan including medical management and coping strategies. A few days later, I received a message from the patient's mother stating, "I have to tell you that my daughter really felt heard and validated. I also loved having Annie in the room. She's a wonderful listener, and she's taken the time to really get to know my daughter which has helped us tremendously. What an awesome person she is. You two make a great team!"