One of our Call Center Nurses spoke with a patient who reported that they were not feeling well, with an increasing cough. Christa recommended that the patient follow up with their primary care physician. The patient subsequently had a virtual office visit. After following up with their primary care physician, the patient called back and stated that they still were not feeling well, asking for the physician to call them back. The physician followed-up with the patient.
Later, the patient called the Call Center's mainline and left a voicemail. The patient could barely report their name, as they were coughing so hard. The Christa urgently called the patient back and coached them through pursed-lip breathing, while asking if they needed the nursed to call EMS for them. The patient calmed their breathing and replied "no" and stated that they were worried about their dog if they had to be admitted to the hospital. The patient conveyed that they had no family or friends to watch their dog.
This situation unfolded on a Saturday and the patient's plan was to wait to receive care until Monday when the vet was open. Hearing this, Christa reached out to the Call Center social worker for options for the patient's dog.
The social worker provided a dog daycare that assists with dogs while owners seek treatment. Christa called the owner of the dog daycare. The dog daycare was willing to come to the patient's home and retrieve the dog, so the patient could obtain the treatment they needed at the hospital. Christa called and notified the patient of this resource. The patient was able to call the owner of the dog daycare to secure arrangements.
Additionally, Christa provided education to the owner regarding protective measures to safely pick up the dog without exposure, gloves mask, etc. The patient's dog was safely transferred to the Dog Daycare. The patient, relieved their dog was being cared for, was able to call EMS and was taken to the hospital and admitted for needed care.