Jerri Pelkey, Cammie Jaekel, Diane Holmay
April 2013
Camilla
Jaekel
,
PhD, RN
Call Center - Telehealth Team
Mayo Clinic Health System - Franciscan Healthcare
La Crosse
,
WI
United States
Cammie joined our Call Center Telehealth Team 2012. Her knowledge and energy toward the nursing profession was evident from her first day of training. Besides being an excellent speaker, she is truly an advocate for both patients and nurses. The following story is an example of Cammie's compassion and advocacy to our patients.
While working a PM shift in the Call Center, Cammie took a call from a patient. Due to a blizzard, a family was unexpectedly stranded at an out of town motel with no supply of needed insulin for two family members. Cammie gathered the necessary information and then, reassuringly, told the caller (the parent) "we will help you". After taking the caller's phone number she proceeded to compose a plan to help this family. She talked the situation over with the Nursing Operation Coordinator and confirmed she would need to talk with the local police department to see if they could offer any assistance.
Prior to doing this, she contacted the local pharmacist to confirm that the pharmacy would be able to release a prescription of insulin to the officer picking up the prescription along with what would be needed to obtain that particular refill. After arrangements were made with the pharmacy, Cammie called the family back and updated them on where she was in the process. The physician was then notified and a vial of insulin was approved for order. The physician and she also discussed the possibility of not getting the insulin to the family.
Her next call was with the local police department who very kindly agreed to help in this situation. There was one glitch, there will be a co-pay on the prescription that would need to be paid before the medication was released. Cammie's problem solving abilities connected the pharmacist with the father and they were able to process the co-pay on his debit card. Her final call was back to the family to give them instructions on where to meet the officer and to assure them that the only charge would be for the medication copay.
This was a unique and challenging call but because of Cammie's compassion, service, respect and teamwork, she provided not just good patient care, but excellent patient care for this family.
While working a PM shift in the Call Center, Cammie took a call from a patient. Due to a blizzard, a family was unexpectedly stranded at an out of town motel with no supply of needed insulin for two family members. Cammie gathered the necessary information and then, reassuringly, told the caller (the parent) "we will help you". After taking the caller's phone number she proceeded to compose a plan to help this family. She talked the situation over with the Nursing Operation Coordinator and confirmed she would need to talk with the local police department to see if they could offer any assistance.
Prior to doing this, she contacted the local pharmacist to confirm that the pharmacy would be able to release a prescription of insulin to the officer picking up the prescription along with what would be needed to obtain that particular refill. After arrangements were made with the pharmacy, Cammie called the family back and updated them on where she was in the process. The physician was then notified and a vial of insulin was approved for order. The physician and she also discussed the possibility of not getting the insulin to the family.
Her next call was with the local police department who very kindly agreed to help in this situation. There was one glitch, there will be a co-pay on the prescription that would need to be paid before the medication was released. Cammie's problem solving abilities connected the pharmacist with the father and they were able to process the co-pay on his debit card. Her final call was back to the family to give them instructions on where to meet the officer and to assure them that the only charge would be for the medication copay.
This was a unique and challenging call but because of Cammie's compassion, service, respect and teamwork, she provided not just good patient care, but excellent patient care for this family.