As a charge nurse, Brianna sets the expectation that leadership rounding is done. There are also several times when service recovery becomes part of the job. She often times jumps right in and de-escalates a situation or complaint. There was a patient who needed to be prepped for a colonoscopy the next day and unfortunately it was never completed. When the daughter came in to visit the morning of the scheduled procedure, she was very upset to find out that the colonoscopy had to be cancelled due to lack of prep. This patient was elderly and needed assistance which was not offered appropriately during the night to ensure the prep was done correctly. The daughter was concerned about her mom having to go through another night of prep and that now her heart cath may have to be delayed. Brianna worked hard with the GI doctors and the cardiologist to arrange for the patient to have both her colonoscopy and heart cath on the next day so that the length of stay would not be increased from lack of prep the night before. She also did a lot of education with staff during the daily safety huddles to help everyone understand the importance of colonoscopy preps. Brianna spent a lot of time talking to the family and the patient in the hopes of making them feel better about their stay at Mount Carmel.
There was another recent service recovery where the wife of a patient was just hard to please. The patient had a bad experience on another unit prior to coming to our unit and then to find out that their length of stay was extended due to insurance issues made things more difficult on them. One night a float nurse was taking care of this patient and the wife who stayed 24/7 in the room was not happy about the care. Brianna reviewed the plan of care with the wife and patient and made sure that nurse would not have the opportunity to care for that patient again. Brianna spent a lot of time talking to this patient and his wife to ensure that the negative experiences turned into positives endings. She built their trust back up and helped them feel safe and comfortable again with Mount Carmel.
These are just two examples of some excellent service recovery that Brianna has been a part of. She works hard every shift and is always putting the patients first. She strives for excellent care and sets a great example to others around her.