In working under Susanne's direction over the years, we could not help but notice that she has truly demonstrated the VA's ICARE core values of Integrity, Commitment, Advocacy, Respect and Excellence in her daily routine and operations of managing both the Primary Care Clinics and the Telephonic Triage Nursing area.
She has continued to work efficiently, manage and oversee clinic operations keeping a cheerful disposition, despite recently taking 2 assistant managers under her direction, then losing them both to promotional positions throughout the VA's healthcare system. She has also continued to smoothly manage clinic operations, staffing, and other issues despite the absence of her current assistant manager who has been out on extended medical leave and often being short of nursing staff.
In working with both RNs and LPNs she has never appeared to show favoritism but has only adhered to the highest professional standards in treating all nurses with respect in the highest professional standards which gives all nurses working under her direction a secure feeling of trust and confidence in her management style. She has demonstrated that she is committed to serving our veterans and their family members by remaining calm when issues arise and has always been willing to address veterans' concerns. She will often stay late with nurses and other staff if needed in order to ensure that veterans get the best-needed care prior to being discharged from the clinic. She has always been available to assist with nursing and triage issues that may require higher expertise. She has proven to support the advocacy for veterans and their families when telephonic triage concerns arise that nurses may require additional specialty assistance or with managing a difficult call. She addresses nurses' concerns in an appropriate time that satisfies all parties involved (nurses, patients, and their families) so that veterans are receiving the best quality of care possible.
She allows us as nurses to utilize autonomy by encouraging us to use our acquired critical thinking skills to become self-sufficient. She respects our concerns and opinions. Susanne continues to demonstrate that she believes in the nursing model practice of shared governance as it has helped us as nurses to integrate the VA's Core Values in our daily practice and to improve our work environment and obtain job satisfaction.
In summary, we can all attest to the fact that Susanne is certainly a "Super Boss!" As she works hard to help us improve our patient satisfaction scores. She is always willing to go the extra mile when needed. She is always supportive of her Nursing Staff. She is a "lifesaver" in emergency situations and is just a real "Hot Tamale" when it comes to "rallying the troops!"
Again, we are very proud indeed to recognize and nominate Susan Hahn, our Nurse Manager, as she is truly one who goes above and beyond!