Melissa Shepard, RN, did a wonderful job coordinating with VA staff for a hospice patient who came through our ED today. From the report she took from the community hospice team to the connection she made with the daughter and veteran to the coordinating she did with the ED team, me, and the 1D Hospice team, it was clear she cared about getting this right for the veteran and his family. The community hospice RN who sent the veteran to the ED reached back out to me because she wanted me to know how understanding and aware Melissa (Missy) was of the situation. The daughter stated to me that when they arrived, she could tell everyone was expecting them and felt so comfortable the minute they got there. It was clear that Missy had communicated the situation to the assigned provider and RN, both of whom were equally supportive and understanding. In fact, the nurse and provider who had cared for the veteran the last time he was seen in the ED and had to deliver the hard news of his disease were also there. The family remembered this, albeit a hard but positive encounter with these two ED staff members as well.

I have worked with Melissa before she came to the ED when she was a Primary Care Clinic RN, and consistently, she has shown a high level of understanding, caring, and commitment to veterans in both settings. Equally important is the level of professionalism she shows her VA colleagues as well as our community partners. She is a staff member who, when I hear her voice on the other end of the phone call, my level of stress decreases because of the level of trust I have for her capabilities and previous positive interactions.