Jessica is an excellent problem solver and an awesome advocate for the ED patients. I work with Jessica in the ED as the case manager, and I have witnessed many examples of just how outstanding she can be. Jessica goes above the call that her role encompasses as evidenced by the following example.
Recently a patient presented to the ED from another area of the hospital. The patient reported that they were told that since the orders were not signed by the physician that they would not be able to proceed with the required/requested treatment that clearly the MD meant for the patient to have. The patient then presented to the ED for treatment. Jessica as a charge nurse for the ED solved the problem for the patient by using excellent communication and customer service skills. She was able to resolve the situation regarding the unsigned orders and went above the call of duty to have central scheduling reschedule the patient’s appointment on the following Monday. Jessica even checked with the patient’s regular physician and our own ED physician to make sure that it would be okay for the patient to delay her treatment until that Monday. She offered to have the patient in the ED and the patient and her family declined as they were satisfied with her efforts to clear up the situation.
Jessica’s actions showed excellent customer service skills, true patient advocacy, and sensitivity to the needs of the needs of this patient. Above all, she prevented an ED visit that the patient should not have been subjected too. I am proud to work with this awesome nurse who is always looking out for all of the patients at ARMC.