Milagros Viterbo (Vicky), an RN working in an outpatient psychiatry clinic, in collaboration with another nurse, worked on creating an innovative nurse triage process. This process ensured that all patients referred for specialty treatment medication evaluations are booked for an appointment in a timely manner or are educated and directed to the appropriate care (right door, right time).

A patient who recently benefited from this triage process, shared how much she appreciated Vicky’s help. The patient shared that she was prescribed a new medication and had a reaction that was very frightening to her. She contacted the outpatient department in a panic because she started having visual and tactile hallucinations. Vicky, utilizing the process, immediately arranged for an urgent medication evaluation appointment, but recognizing the urgency of the situation, she didn’t stop there. Vicky consulted with a physician for additional advice to provide to the patient until her appointment. The patient expressed relief and appreciation for the prompt support and help from Vicky’s caring, and compassionate response.

Vicky provides excellent care to her vulnerable patients.