Stacey, the ED Care Manager, went above and beyond for a patient who came into the ED. This was the patient's second ED visit in less than a week, and the patient was being sent from the nursing home for care coordination issues and not for a medically necessary reason. Stacey advocated for this patient who was unable to advocate for themselves and worked to resolve their issue.

The patient was sent to the ED by the nursing home for being out of his medications. The patient was new to the facility, and the state-appointed guardian of the patient was supplying the patient's medications. The nursing home was not willing to work with Stacey on how to safely get the patient's medications and would not take the patient back unless he had his medications. Stacey saw that there was no need to be admitted to the hospital, so she was able to contact the on-call state guardian to problem solve the issue. Stacey thought outside of the box and came up with the idea to have a week's worth of medications sent to a local pharmacy where she could pick them up and send the patient back to the nursing home. The ED provider agreed to send the medications to the local retail pharmacy, and the state-appointed guardian agreed to that plan.

Stacey went to the local pharmacy, picked up the patient's medications, and was able to send the patient back to the nursing home with his medications. She advocated for a vulnerable individual and acted in the best interest of this patient when she faced ongoing roadblocks from the nursing home. She held the facility accountable for their responsibility to the patient by taking him back and got creative in solving this care coordination issue. She not only advocated for this patient, but she kept the patient safe and avoided an inappropriate hospital admission. I believe that in this example, Stacey truly lived the AAH behaviors and utilized all of the high-reliability tools and tactics when advocating for this patient.