December 2017
Susan
Phillips
,
RN
Emergency Room
Seton Northwest Hospital
Austin
,
TX
United States
Sue was assigned to triage one day and received a phone call at the main nurses' station from a patient who had been discharged recently from our ED. The patient demonstrated rapid pressured speech and was incoherent with audible crying. Sue was able to discern the patient was having a reaction to an antibiotic that she had been prescribed by our ED.
Sue used all of her exceptional critical thinking skills in assisting the patient. She immediately assessed the patient was extremely anxious and therefore spoke in a calm and quiet voice, establishing a compassionate rapport with the patient, while asking important questions. Sue was able to identify the patient, her current location, and possible causes of new symptoms. Sue pulled up the chart on the computer and walked the patient through the medications given possible side effects, and encouraged the patient to return to the ED.
Sue was professional and positive throughout the entire encounter. Although Sue was calm and patient the patient refused to return to the ED. Sue then investigated which county emergency service to reach out to and requested a welfare check from the correct 911 service to go to the patient's home as she was concerned the patient needed further assistance. The patient eventually called back, and Sue recognized the phone number as she answered the call. The patient expressed her gratitude to Sue for speaking to her earlier and sending EMS to her home. The patient was amazed and greatly reassured by Sue and her handling of the situation. Apparently, EMS treated the patient and offered transport for further evaluation, which the patient declined, as she felt better.
Sue did not miss a beat while she demonstrated the highest standard of clinical excellence in her critical thinking and decision making skills, seamless collaboration with EMS, and sincere compassion for this patient. She was articulate and kind while addressing the patient throughout the conversation with respect.
Sue consistently serves as an outstanding role model in our department.
Sue used all of her exceptional critical thinking skills in assisting the patient. She immediately assessed the patient was extremely anxious and therefore spoke in a calm and quiet voice, establishing a compassionate rapport with the patient, while asking important questions. Sue was able to identify the patient, her current location, and possible causes of new symptoms. Sue pulled up the chart on the computer and walked the patient through the medications given possible side effects, and encouraged the patient to return to the ED.
Sue was professional and positive throughout the entire encounter. Although Sue was calm and patient the patient refused to return to the ED. Sue then investigated which county emergency service to reach out to and requested a welfare check from the correct 911 service to go to the patient's home as she was concerned the patient needed further assistance. The patient eventually called back, and Sue recognized the phone number as she answered the call. The patient expressed her gratitude to Sue for speaking to her earlier and sending EMS to her home. The patient was amazed and greatly reassured by Sue and her handling of the situation. Apparently, EMS treated the patient and offered transport for further evaluation, which the patient declined, as she felt better.
Sue did not miss a beat while she demonstrated the highest standard of clinical excellence in her critical thinking and decision making skills, seamless collaboration with EMS, and sincere compassion for this patient. She was articulate and kind while addressing the patient throughout the conversation with respect.
Sue consistently serves as an outstanding role model in our department.