I was helping assist the nurses with a triage call. When I called the patient she started expressing frustrations. Denise stepped in and asked for the phone call to get transferred to her to help the patient. The call was transferred and she was on the phone for about 45 minutes or longer just listening to justify the patient's feelings. She then helped assist the patient and made her happy by the end of their conversation. Denise sent an email to Duarte and sent a message through epic to NP at the main campus to see about the patient being seen.

Denise handled this situation with compassion to help make the patient feel justified, integrity by being honest with the patient about our protocols and how triage messages work, excellence with handling the situation so professionally even with the patient yelling due to frustration, intellectual curiosity due to her figuring out better options for communication for the patient in the future, collaboration by working with the main campus to get this patient seen, and handling this situation with a sense of urgency by taking over and handling the call now instead of at a later time! She’s an amazing nurse!