Laura Balluff

Laura Balluff, RN

Kaiser Permanente - The Appointment and Advice Call Center - San Jose
San Jose, California
United States
I wrote questions to Laura that the dispatcher was asking and she was able to write the answers to me while still speaking calmly to the member.

Laura is relatively new to the Call Center. Two weeks ago, I looked up from my desk and she calmly waved her hand for assistance. She had a female on the line who stated that she wanted to kill herself. She calmly spoke to the lady, wrote a note to me about what was going on. I jacked in to hear her call and heard enough that I returned to my desk and called the police for a welfare check. The woman opened up to Laura and told her that she recently lost her husband to cancer and that she has his medications. Laura established that she did not take the medicine yet and encouraged the member to stay on the line and talk to her. She also made a contract with the member not to take the medication. Laura remained calm, I could hear her and the member talking about her children and grandchildren. Laura asked if she had any weapons in her home and if she was home alone. The member stated no to weapons and yes to home alone. She encouraged her to call her sister who was on the way over. I wrote questions to Laura that the dispatcher was asking and she was able to write the answers to me while still speaking calmly to the member. When the police arrived at the home, Laura was still speaking to her, the member was on the front porch, the officers asked us if the member was on the front porch and we were able to identify her to them. I feel that Laura made a huge difference in the outcome for this member on this call. Her calm demeanor allowed the member to open up to her and to also follow her directions. Wonderful job Laura!