On a typical night in the ED in July 2017, it was extremely busy with high volume and very high acuity. Each nurse on duty was stretched to the max to assure that each patient received compassionate, effective and efficient care. This is often a very lofty goal. With daily census greater than 200 patients per day, some days pass by in a blur as the nurse races from patient to patient, assessing, reassessing, treating, reassessing, intervening in declining condition, comforting frightened patients and family members, assessing safety to discharge, over and over again. July 2017 was "just another night" in the ED.
But it wasn't. On this night, Nicole Robillard had in her assignment an elderly lady, 95 years old. She lives alone, and usually takes care of herself. On this night however, she was sick, frightened, and alone.
For this patient, as with every ED patient, we did our thing. She was triaged, brought to a room, Nicole was assigned to manage her care. The patient was assessed by both nursing and physician staff. Treatment was initiated and completed successfully. After many hours of ongoing care, the patient improved and was able to be discharged home.
The problem, however, was that it was now 0200, the middle of the night. The patient had come by ambulance, had no family, and had no money. She was unable to pay for the medication needed to safely discharge her. She had no ride home.
Nicole, recognizing that the patient had no resources available to her, reached out to see what, if anything, could be done to help this woman. The patient felt confident that she could manage once home, but did not have a way to get there. Nicole worked with our Care Management team to obtain a taxi pass for her. Nicole then asked the pharmacy what could be done to assist the patient. Unfortunately, the medication required did not fall into the category of meds the pharmacy could help with. Still, the patient needed the medication. The patient was very stressed and frightened.
Nicole did her best to reassure the patient, comforting her with good grace and humor. She was able to let the patient know that she was Nicole's priority in spite of the fact that Nicole was also handling three other very ill patients.
Nicole asked to take a break, and went to the outpatient pharmacy with her wallet. Unbeknownst to the patient, Nicole purchased the needed medication for the patient, went back to the ED and let the patient know the medication "had been obtained".
Relieved and reassured, the patient felt well enough and supported enough to go home.
We believe this act of kindness truly exemplifies what makes a great ED nurse. Nicole did not have to assist this patient in the way that she did. The patient could have been held until day time and referred to Care Management for further support. However, this is not what the patient wanted. She just wanted to go home. She had been through enough and needed to be in her own space. Nicole recognized this and made it happen for her.
In the course of a very busy shift, it is easy to put compassion aside to get the critical aspects of the job done. Nicole realized that helping this patient get home was the one thing that really needed to happen for her. She put the patient first, rather than slot her in to the system.
We are honored to recognize Nicole Robillard, RN. It is this kind of patient centered, compassionate and excellent care which makes the difference for each patient she touches. Nicole is a very positive role model to all our staff, and we are honored to count her as such a valued member of the ED family.