I believe that Connie is an Extraordinary Nurse who goes above and beyond the call of duty. Late in the afternoon, one day she received a call from someone inquiring about her upcoming surgery. The person on the line was distraught and almost panicking because she was to have surgery in two days, on Friday, she was adamant she was having her surgery here at Celebration Health and had no idea why she hadn't heard from anyone and why she hadn't been scheduled for her Health PAS appointment. Connie immediately started looking into the situation. She first looked up the patient in Cerner to see if, in fact, she was on the surgery scheduled for Friday. She found that no patient existed by the name provided. She contacted the OR Schedulers and found that they did not have any record of her or a booking sheet from the Physician's office for this patient. She reached the out the Physician's office but was unable to make contact. As a last resort, she took the person's name and information and promised to help. The next morning she contacted me for assistance. She mentioned that she had finally reached the office and advised them of the situation. After making many calls, we were still unable to verify the patient was having surgery. There was nothing else that could be done to further assist the patient, it was up to the Physician's office from this point forward. This is where you would think the story ends but it isn't. I was sitting at my desk on that afternoon when I answered the phone of a very surprised individual, she thought she would just "leave a message." She told me that she was calling me to let me know how "Amazing," she thought Connie was. As we talked, I realized I was talking to the patient whom Connie had talked to me about that morning. She raved about the attention she received from Connie and how she "went above and beyond" to help her. She advised that because of Connie, she received a phone call from the physician personally in which he explained everything that was going to happen and gave her his personal cell phone number in case she had any other questions so that this would not happen again. She was "extremely grateful" and stated that because of Connie, "I won't go anywhere else, outside of Celebration Hospital, for care."
As a manager, these are some of my favorite calls. Connie is an amazing nurse. She made a "caring connection" with this patient even before she was a patient! Connie brought the CREATION Health Principles of INTERPERSONAL RELATIONS, TRUST, AND OUTLOOK to this patient by actively listening to her story, addressing her fears and concerns, helping her remain calm, ensuring her that it would be okay, offering her assistance, reaching out to those who could give her information and help. She made a difference in this patient's life and she didn't even know she was doing it. I am honored that she is part of our Health Team here in FH Celebration.