Over the weekend, a Veteran called the ICU. Doug answered the phone and began speaking with the caller. As the conversation evolved, it became clear this Veteran was experiencing a mental health crisis. Doug continued to speak with the Veteran, reassuring him that the Cheyenne VA was always a place where he was welcome. Doug encouraged the Veteran to come to the ER for evaluation. Eventually, the Veteran hung up the phone. Doug was able to collect information through casual conversation with the Veteran. He remained calm and kept the Veteran talking. Based on the information Doug gathered, other ICU staff were able to call the Crisis Line and provide details to reach out to this Veteran. The Veteran called again, and Doug connected him to the Crisis Line.

Doug may not be a psych nurse every day, but because of his ability to build rapport with anyone, he was able to meet the Veteran where he was emotionally and ultimately get the Veteran the help they needed. Doug was a shining example of how a little kindness and listening can turn a stressful situation into a positive outcome. Thank you for always being willing to take on challenging situations!