Kim should be recognized for the work she has done in the past few months in communicating to patients in our pre-procedure phone call program in the Endoscopy unit.

The Endoscopy unit has started calling our patients one week prior to their scheduled procedure. Historically, outpatient Endoscopy has a high no-show rate. It was recognized that there were many barriers to successfully completing the prepping process for colonoscopy and intervention was necessary to reach out to patients, make sure they understand the instructions for preparing for colonoscopy and EGD. Kim has been instrumental in reaching out to patients to improve their outcomes for this procedure. Our no-show rate has dropped in the last several months with the inception of the pre-procedure phone calls. Kim has been a driving force in this nursing intervention and has been a positive influence in her role in this pilot program.

Kim has been so successful in making patients feel comfortable when asking questions, explaining the prepping process and allaying most fears they might have for endoscopic procedures. She provides our patients with thorough instructions, a kind voice and a soothing manner. Many of our patients call back and ask for Kim directly or when they arrive on the unit, they ask to meet Kim to thank her for her guidance and reassurance.

The role involves assisting patients to get through what may be a daunting process of prepping. The prepping agents can cause patients to become sick and dehydrated. Kim explains the process in detail, encouraging patients to call her if they need questions answered. One patient called every day for a week before their procedure. Kim was kind, never judging or becoming frustrated. She recognized the anxiety the patient was experiencing and was able to get the patient to their appointment with a good prep.

She has become a coach, a person to turn to when anxiety and fear could cause the patient to not show for their scheduled appointment. Kim epitomizes compassionate care, exemplary service to our patients and demonstrates commitment to patient and family-focused care. She goes above and beyond, calling patients back if necessary to check on their status. Kim developed the scripting for improvements in our directions that patients receive for their procedures. She continually strives to improve a process so our patients receive World Class Care. Kim communicates to our patients on a daily basis and lets them know that there is someone on the line who cares about them and wants a better outcome. She is dedicated to the success of this program and to the care of our patients.