Our nurse Jorge went the extra mile to provide service recovery and turn around his patients' experience. The patient stated that she wanted to leave because of the condition of the room, but Jorge overheard this and immediately went above and beyond to rectify the situation and provide exceptional care to the distraught patient. This patient was ready to leave AMA but stayed to be assessed for admission because of the care he gave to her. The patient and her family members were very grateful for his service to them.
I rounded on him today for the first time and I will say his patients were all informed, his boards were complete, and his work environment was clean. Each of his patients were tucked in perfectly! I asked him to provide his boarder patient an inpatient bed and he immediately stated, "No problem, I can do that." No hesitation or push back was received and his patient was in a bed within approximately 20 minutes. Jorge made me feel that the feedback I gave him was well received. He thanked me for the feedback and the request to make his patient more comfortable by offering the bed. If I brought my 5-year-old here and he was our nurse, I would have total confidence that we would be cared for like we were his family.