I would like to commend Emma in recognition of her outstanding commitment to patient care, compassion, and initiative, particularly during the discharge process of a patient struggling with alcoholism. Emma was caring for a patient during her last week on orientation who had been admitted multiple times for alcohol withdrawal, and during discharge planning, expressed frustration over difficulty connecting with outpatient rehabilitation facilities. She reported leaving several messages with one particular facility but never received a response, and being unable to pay for other facilities listed on her handout provided by the social worker.

Understanding the critical importance of continuity of care, Emma took it upon herself during her lunch break to personally call each of the facilities listed to verify cost information, availability, and to better understand the barriers the patient described. Emma learned some facilities had the same issue with the previous facility, with no answer and no returned calls. Refusing to let the patient leave without a solid plan, Emma went a step further. She searched for the facility on social media and located an alternative phone number. Upon calling, she connected immediately with the staff and obtained all pertinent intake information, including upcoming availability.

Emma’s compassion didn’t stop there. When instructed by her preceptor to collect co-pay for discharge medications, Emma stepped aside, took the initiative to call to discharge pharmacy and provide the co-payment herself. When her preceptor asked, she said, "It's been taken care of". Furthermore, the patient, now homeless and staying intermittently with family, mentioned wanting to collect her belongings before entering treatment. Emma gently encouraged her to prioritize admission but acknowledged that the decision was ultimately hers. Showing continued support, Emma told the patient: “If you decide to go and can’t get there, please reach out to me, I will Uber you there.” Through her persistence and empathy, Emma not only helped this patient feel supported and informed, but she also identified a critical process improvement of an outdated contact number being provided to patients at discharge, limiting their ability to follow through on care. This was brought to the attention of Social Services so that it could be updated on the handout. Emma exemplifies what it means to go above and beyond for our patients. She did not hand off this difficult case to someone else; she took on the challenge with grace, confidence and determination.

Her actions made a meaningful difference in one person’s journey and created a path for improved care for many more seeking help after discharge.