... I was taking care of a trauma patient that had a history of alcohol abuse. We were watching him for signs and symptoms of withdrawal. While the patient was oriented and grossly intact, he was very impulsive. For that reason he had a CNA acting as a 1:1. The patient became agitated and demanded to have a cigarette and if this was not an option he wanted to sign out AMA. The 1:1 and I were unable to calm the patient, so I had my charge RN and the critical care CRNP talk to the patient. Eventually after the CRNP, PA-C, trauma fellow, critical care fellow senior surgical resident and multiple security guards were unable to calm the patient, we decided to call PENN ELERT. We were lucky that Sue Sparling responded! She had a video conference with the patient and after a few minutes of conversation the patient decided to turn off the lights and go to sleep.

A few hours later when the same situation repeated, Sue had another video conference with the patient. The patient was raising his voice and was very defensive with the present staff, but for some reason, he was very calm and cooperative with Sue. It's likely because she was cool and empathetic towards the patient. She told him "don't leave AMA until I come and see you, OK?"

As I was leaving from my night shift, I saw a familiar face walking down the hallway, none other than Sue from PENN ELERT. She came to visit the patient in person, she was following up on her promise! She gave the patient cab fare for when he was ready to leave the hospital.

I admire Sue very much for her efforts with my patient. She was able to serve this patient with compassion, while being an exemplary and super helpful co-worker.