Dena Pollard 2, RN

I've had the pleasure of working alongside this nurse for about 9 years. She has always been the one to go above and beyond, to pay attention to detail, and to take good care of everyone. She is trusted among peers. She has earned this trust by always remaining professional, doing what's right, and being kind. I've had many opportunities to witness these qualities over the years while working with her in ADU and the outpatient infusion for COVID patients; but once we began working in Virtual Nursing together, I began to see and hear just how she impacts patients' lives.

In Virtual Nursing, she has primarily been responsible for making phone calls. Since working here, I have mostly been right next to her, separated only by a glass door. I have been able to hear how she speaks with patients over the past several years, and I am always amazed by how she makes people feel. Many days, she makes around 80 phone calls, reaching out to check on patients after discharge, answering their questions, and helping guide their next steps. While patients do not know what she looks like, they know her voice. When patients receive a call from her, it is not limited to questions about their physical health. She genuinely wants to know about the person behind the phone…how they are holding up mentally and emotionally. Are they overwhelmed? I've heard patients laugh with her, cry with her, and share their deepest struggles. They can sense they're speaking to someone who understands. Countless times I've heard her encourage caregivers to take care of themselves and affirm that caregiving is no easy job. She shares resources without them having to ask.

Recently, she called a patient and was told by family that he had been placed on hospice after discharge. She built such a bond with this family that she continued to call to check on him even after it was no longer required of her because she cares. The family looked forward to her calls every couple of days and expressed gratitude for her checking in.

This nurse has begun a new phone call program called "Heart Link," in which she calls patients diagnosed with Congestive Heart Failure almost every day for about a month to provide personalized guidance and support to those who require significant lifestyle changes. One day, she called me to let me know she was leaving her desk. One of her Heart Link patients had arrived at Phoebe North for a Medication Management Clinic appointment. She went and got a wheelchair for this patient, met them at their vehicle, and brought them upstairs to the clinic so they could obtain the medication they needed at a more affordable price.

At the end of 30 days, when it is time for her Heart Link phone calls to end for patients, they always express disappointment that the calls are ending. She creates a bond with each of them. Not only do they discuss their daily weights, medications, doctor's appointments, and dietary choices, but they also begin to share details of their personal lives with her. She becomes their friend.

Yesterday I called a patient who had spoken with her. He spoke of how professional, caring, and kind she was and how he looked forward to hearing from her again, as his medical condition is completely new to him and it was a great experience speaking with her.

There are many stories I could tell from over the years hearing this nurse pray with patients, show compassion toward them, and help them overcome difficulties or solve problems. But she is this same compassionate person as a coworker as well. I have called her my "work mom." Some days I've not had time to grab lunch, and she surprises me with a plate. She is always asking if there is something she can do to help. If she happens to run out of phone calls, she immediately checks to see how she can support discharges and admissions on the floors.

You'll never hear her speak an ill word of anyone. On many occasions, she has stopped what she was doing to pray for me and encourage me through life's storms, then quickly returned to work. She knows how to be that listening ear when you need one, and she always seems to remember what is going on in your world and is sure to ask about it. She knows how to make people feel seen. You won't find her idle - ever. She is always seeking ways to be useful and checking to be sure she's doing what's best.

She is truly an example of what a nurse should be. If you know her, yes, she's always been great at IVs - but more than that, she is genuine, trustworthy, and caring. It is my absolute pleasure to nominate her for the Lifetime Achievement DAISY Award! She is so deserving.