When orienting to the charge nurse role, Heidi took
the initiative to ensure her educational needs were
being met. From day one she focused on building
rapport with staff in her new role as a charge
nurse, recognizing the importance of interpersonal
relationships in creating a positive culture for staff. As a
charge nurse, Heidi provides consistency and fairness
and staff have relayed how comfortable they feel
when she is in charge, knowing that anything that may
happen, will be handled.

During the last surge of COVID-19, Heidi was in charge
numerous times. Heidi was proactive by having a plan
for the day with the current state of staffing and made
sure to relay that plan to the staff that was involved.
A triage nurse recognized her for her time in charge
while the waiting room was full of patients waiting to
be seen. Heidi went through each patient’s note and
communicated with the triage nurse about who could
have nurse policy orders placed to expedite their care
through the Emergency Department while they awaited
an evaluation. She took the time to delegate the policy
orders to staff that was available and communicated
with the patients the plan of care.

As charge nurse, she advocates for patient care and
uses her knowledge as a former sheriff and mobile
crisis team member. For example, a patient who was
brought in by an outside police department per request
of a group home. The police stated that the patient’s
power of attorney wanted to bring the patient to our
facility because he was a Veteran. The group home
stated that his behaviors were unmanageable, and they
were concerned about staff and resident safety. Heidi
stepped in and appropriately advocated for the patient
and communicated with the police department, and
mental health, to ensure that the patient was taken
care of. The patient was brought back into a room
and placed onto a CPO. She stated guidelines and
appropriately communicated her concerns by turning
the patient away, and quickly informed mental health
of the situation so that they could evaluate the patient
and speak with the officers prior to their departure.
Ultimately the patient was seen and evaluated by our
mental health providers and was safely discharged
back to the group home.