Recently, I phoned and left a message on the off chance, to ask for advice after a particularly challenging ED and other department experience that is being dealt with by PALS after I went in with an asthma attack. I didn't expect a callback, but I had run out of options.
Luckily, I was called back. The nurse was very reassuring. After I had explained what happened to me, she asked the question I had been thinking, you went in with asthma attack, why did they not just nebulize you and send you home? That is what she and I had expected to happen. Whilst remaining professional at all times the nurse went through my options. She listened when I explained I was too scared to go back to ED again if having an asthma attack. Even though she clearly did not encourage this plan, she looked for options, for example, urgent care. When I explained why that was not possible, she understood that I was running out of options and suggested asking PALS to help sort things out, to regain some sort of asthma control. Something which she encouraged me to think was actually an achievable objective. She asked about my current inhaler use and suggested some other inhalers to try as a solution.
This was a complete change to what had happened before. Susan made me feel safe and listened to and cared for and confident that I could actually find an effective treatment in the future. Quite an achievement when I am standing up a side road off Derby road!
Note: This is Susan's 2nd DAISY Award!