Jacqueline Smith, MSN, RN

I was taking care of a patient in the ICU who became aggressive with nursing staff, refused medical treatment, and insisted on leaving the unit against medical advice. Jacqueline was made aware of the situation when the police were notified. Jacqueline came to the ICU to help with the patient and use therapeutic communication skills to defuse the situation. Jacqueline stayed past the designated shift time to help administer IM medication and sit with the patient while listening to his concerns. The patient was very receptive to her explanation of the importance of his medication regimen and became agreeable to the treatment. She took the time to call the patient’s wife and his outpatient psychiatrist. Jacqueline went out of the way to help the Veteran during a crisis, and it was evident that she truly cared that the patient received the treatment he needed.