There was a patient's family member that was being extremely difficult to work with. Charlene decided to speak with the patient's family member and see how the situation could be turned into a collaborative partnership. Charlene spent a long time speaking with the patient's son and learned why he was having such a difficult time. Unfortunately, previous healthcare experiences left him untrusting. Charlene built a rapport with the son that turned a potentially negative situation into a positive. He completely trusted the care his mom was receiving on One South because of Charlene. Even after discharge, when he had a question he would call and ask to speak to Charlene, as he knew she would not only help but follow through.
Charlene is the epitome of a caring, compassionate, and clinically outstanding nurse. Charlene has been working diligently to improve the care of patients on One South. She is respectful and collaborates with all team members to deliver high quality care to the patients on her floor. Charlene is involved in numerous committees to improve care. She has initiated evidenced-based strategies to reduce falls and address pain to ensure patients are receiving optimal care. Charlene works diligently to educate not only staff, but also patients and their families. She is fair and always acts in the best interest of the patient.