I have worked in Observation for less than a year as manager, however, I have been at this organization for 20 years. I have had the pleasure to work with Cathy Smith (currently in the role as a Clinical Case Manager [CCM]) for close to 15 years (all in different roles). Cathy is a true DAISY Nurse. Being the manager in Observation allows me to participate in SNAP rounds daily and assist with barriers to discharges, etc. In Observation, we are challenged at times with proper patient placement. It is a challenge that has been long-standing for Observation and patient progression: trying to get the patient to the right place the first time. The CCM's are very involved in leading this process for the hospital. Cathy has a wealth of knowledge in this area and has excellent clinical expertise. She demonstrates this excellence in her role as a CCM every day.
Since the process of recommending inpatient or observation status for a patient is not always a perfect path (getting there), and patients do come to Observation who have discharge issues. This can be very time consuming for the CCM in Observation to deal with these issues and their everyday role in Observation. Cathy is always anticipating patient discharge needs and is compassionate about solving them with patient and families. She stays late many times to finish what needs to be done, not because she has to, but because she is assisting with patient progression. Many times, she could have gone home and finished in the morning, but she stays until her job is complete and the patients and families are assisted. This not only is helpful for the patients but tremendously helpful for the organization as a whole. It especially helps ED throughput and works to decrease the length of stay for Observation patients.
We had a gentleman on the unit for almost 8 days. Cathy worked with the family to assist with home services etc. His wife also became a patient on the unit, and Cathy supported her and all her needs. On the day before the husband's discharge to a facility, Cathy worked late into the evening to ensure that his departure in the AM would go smoothly. This was above and beyond her "salaried hours" as an employee. Cathy supports our Mission, Vision, and Values every day. She shows Reverence and Commitment to the poor with every family and patient she touches. She practices Stewardship to live our mission. She provides Excellence in care and clinical expertise in her role here at St. Joseph's Health.
Another situation that stands out to me was a man in his 70s and his wife who was already a palliative care patient. This patient was here for an Observation stay to have a procedure done and then go home. The patient and husband had an unforeseen situation the day before at our institution and an unfortunate incident in another facility in the area as well. Again, Cathy went above and beyond her duties to ensure all was lined up to get the patient to the procedure and get the patient back to the unit and then quickly home. She spent hours trying to help this family and patient as she always does, while still able to take care of the other 14 patients on the unit and ensure their needs were met. This husband spoke to my coordinator days later and remarked on the care Cathy gave and how supportive she was to the family.
Cathy is yet another reason I am proud to be a part of the St. Joseph's Health family — Thanks, Cathy!