Rachel Norton, who recently cared for my wife C in the Neurosurgical ICU, displayed such exceptional leadership and professionalism in the service and support she provided that I cannot think there is a more deserving candidate than her for DAISY Award recognition.
C suffered a TBI at home in March. She was taken to AMC where the neurologist on duty indicated that her responsiveness had deteriorated significantly and that because of the blood thinners she was on, operating to stop the bleeding was too high of a risk to even consider. I signed a DNR but asked the staff to do all they could to keep her comfortable and alive until our son, who lives 2 hours away, could see her one last time.
I was told C would be moved to the Neurological ICU and that all efforts would be made to treat her and manage the pain as best they could. Upon arrival at the ICU, there were multiple people in the room and several activities taking place. The nurse in charge, Rachel Norton, acknowledged my presence assured me that C was getting the best care possible and that when everyone was done she would explain what was being done, why C had a breathing tube and neck brace, and answer any questions I had. Throughout the process of reassuring me, Rachel never lost focus on what else was taking place in the room, answering the questions and directing other staff as needed.
Rachel clearly exhibited admirable qualities of compassion, empathy, and care for her patients. Over the next few hours, things changed significantly. Rachel indicated that C had stabilized, was given platelets and seemed to be slightly more responsive than she was in the ER. The neurologist said that based on the latest blood work he felt that they could, in fact, operate on her, but also advised that there was still risk involved. We approved the operation and canceled the DNR. She survived the surgery and returned to the ICU.
From this point forward, I closely observed everything that was going on in the room and at the nursing station outside. Because I put my faith in the medical expertise of C's doctors, I focused not so much on what orders were being given but rather on how these orders were being completed in the room.
Throughout the busy first days and multiple tests and procedures, Rachel remained vigilant, constantly assessing C's condition for any minuscule changes that might indicate the need for intervention. It became quickly apparent to me that Rachel's work ethic and professionalism were much more than admirable, they were exemplary. In all our interactions she never once told me what she thought I wanted to hear. She always told me what I needed to know. While compassion and empathy are admirable qualities for any caregiver Rachel ensured that I always had the proper information to make informed and reasoned decisions regarding C's treatment. She is clearly a well-trained and knowledgeable nurse, but I was most impressed with the professionalism and leadership skills she consistently demonstrated.
A few observations:
Professionalism: In completing all tasks she stayed focused on what she was doing and was not sidetracked or distracted unless she was done, and appropriate entries made in the log. If she was needed elsewhere or someone had a question they waited until C was attended to. Social interactions with coworkers were very brief even when she was in the hallway or sitting at the desk outside C's room.
Leadership: C's direct care came from both Rachel and "JM" who is an experienced nurse but relatively new to the unit. As JM was assigned tasks she told him what was needed and what he should expect to occur as a result. She asked appropriate questions, advised JM as to "how we do it here", suggested options for him to consider and pointed out instances where nurses needed to seek advice from others. In one instance staff came to do a heart ultrasound and Rachel asked them to wait until she could clear C's airway which would help get a more accurate result.
Rachel's communication skills and proactive approach to C's care were invaluable in helping my family and me to get through those first critical 48 hours and allow us to better understand the recovery process we are dealing with now. At 69 plus years of age, I have spent more than my fair share of time in doctor's offices, ambulances, surgeries, and hospitals. I've seen the best and worst of care providers, but I have never been as impressed by a nurse as I have been by Rachel.