A Veteran's family member contacted our clinic with frustrations about what another facility was telling them regarding a community consult. The family member was very upset because they were being told the consult was expired and the additional challenge was that the MD here who had placed the consult to the community has left the facility.
My nurse did her best to try to figure it out, but came to me for help. I checked the consult and saw that Robert Smith had made some notes on it, so I reached out to him. He immediately took a look at it for me and helped explain a few things (I didn't even know what some of the acronyms meant!). Within minutes, he provided me with the authorization information, clarified that the Veteran was indeed covered into September and let us know about the new consult we'd soon need to get from the new doctor who is here now. However, he didn't stop there.
Then Bobby contacted the other facility to ensure the necessary documentation was being submitted for future care and offered to call the Veteran and family back to explain the situation in case they had other questions.
I know Community Care has a lot going on, but this example of care not only educated fellow nurses, it set the Veteran and their family member at ease and most importantly, ensured continuity of care for this Veteran while preventing a delay in their treatments. Above all, he was pleasant and jovial the entire time.