This story is unique in that the nurse being nominated not only provided quality care to her patient but also represented and defended her colleagues beautifully.

Sonisha Mosley is a nurse navigator in the Cancer Center and currently works with three clinical hematology teams over the course of every week. Her diverse patient populations require her to be able to jump into any situation and help, even when she has not been part of the evolving situation. Recently, one of her clinical teams took on a patient with an unclear diagnosis, who requires additional testing to determine the diagnosis and care plan, if necessary. The patient has been anxious since the initial call and sends multiple messages and concerns daily via telephone calls and MyChart. Several nurses have spoken with the patient to explain the rationale for testing as well as an explanation as to why all of the patient’s questions cannot be answered until all test results are back.

On one particular day, the patient stated through a MyChart message that she would prefer not to speak with a particular nurse, who had been helping to organize her staging exams and coaching the patient through these early appointments. Sonisha sensed the tension, worry, and confusion within the patient’s message. She spoke with colleagues as well as her manager for advice and gathered her thoughts before calling the patient. Sonisha chose a time that day when the work area was quiet and called the patient to address her concerns and answer her questions. Not only did Sonisha listen empathetically, but she also assured the patient that she was being cared for as quickly as possible and advised that the clinical team was working to get a sooner test date for the patient. She repeated information, requested that the patient read back information to confirm understanding, and asked her multiple times during this 42-minute phone call if she had any additional questions.

In addition to caring for the patient, Sonisha cared for her teammates. The patient questioned the capacity of the team to care for her asking if nursing and the providers had the time for her case. She alluded to not feeling the level of compassion she was hoping to receive. Sonisha listened to the patient and cited all of the resources provided, messages, and calls placed to the patient. She also gently defended her nursing colleague and provider stating that they are both exceedingly compassionate and dedicated to their work and their patients. By the time the call concluded, there were some laughs exchanged and the patient verbalized feeling more at ease and on board with the plan ahead.

Sonisha knew that this call was going to be intense and used her skill set to combine her clinical knowledge, listening skills, and leadership abilities. She upheld dignity and respect for the patient while also backing up her colleagues and she did both of these things in a way that is uniquely Sonisha. She is a nurse who knows her stuff but also walks the walk. She’s a “nurse’s nurse” and is a pleasure to work with every day. I have not encountered a scenario like this in my nursing career and feel it should be highlighted as Sonisha handled herself professionally and there were positive outcomes for the patient as well as her clinical team.