Becky Rumble
June 2015
Rebecca
Rumble
,
RN
Utilization Management
Upstate University Hospital
Syracuse
,
NY
United States
I nominate Becky Rumble in Utilization Management for this DAISY Award. Within my 2nd week on the job, I shadowed Becky for the day. She was called by the floor to come up and administer a letter to a patient who was refusing to go to rehab. Part of this process is reviewing the notes in the chart. The notes stated how this woman was verbally abusive to staff. I listened as the floor staff told Becky how miserable this lady was. The case manager even said "good luck with that one". I was thinking to myself "thank goodness I am just shadowing".
The patient was not safe to go home and needed to go to a rehab. She was refusing. The case manager stated the patient's son was unreachable today, per his wife. Becky went into the patient's room, pulled up a chair and sat down next to her bed. She introduced herself. She started asking her what landed her "in this hotel". The women looked surprised, as if she was not treated this way by staff during her stay. She was a bit tentative and had short answers. Becky kept her smiling face on and listened. Becky asked if she had any pets. I thought this was an odd question and maybe Becky was just trying to make conversation to lighten the mood. The patient's face lit up! She started talking about her cat. She said she made sure there was enough food for a few days thinking she would be returning home. She was so worried about her cat and that is why she didn't want to go to rehab. So Becky began asking if there were any family members or neighbors that she could contact. The patient told her that her son was always busy and in meeting all day and she didn't want to bother him. Becky then called the son's wife, with the patient's permission, got the son's cell number and left him a message. He called her back within a few minutes. He stated his mom is always worried about bothering him. He made arrangements to pick up her cat so she would have peace of mind, going to rehab. The patient demeanor was completely changed.
The patient agreed to go to rehab. The patient began telling Becky how she was a retired RN; she had worked 30 years in all different aspects of nursing. She gave Becky a hug and kiss before we left the room.
Becky could have just walked in and handed the patient the paper; but she took the time to connect with her and treat her with compassion, in a professional manner. I was just in awe how Becky did not take the attitude of others and approached this patient with a genuine caring attitude which created an environment of trust. This is why Becky Rumble deserves the DAISY Award.
The patient was not safe to go home and needed to go to a rehab. She was refusing. The case manager stated the patient's son was unreachable today, per his wife. Becky went into the patient's room, pulled up a chair and sat down next to her bed. She introduced herself. She started asking her what landed her "in this hotel". The women looked surprised, as if she was not treated this way by staff during her stay. She was a bit tentative and had short answers. Becky kept her smiling face on and listened. Becky asked if she had any pets. I thought this was an odd question and maybe Becky was just trying to make conversation to lighten the mood. The patient's face lit up! She started talking about her cat. She said she made sure there was enough food for a few days thinking she would be returning home. She was so worried about her cat and that is why she didn't want to go to rehab. So Becky began asking if there were any family members or neighbors that she could contact. The patient told her that her son was always busy and in meeting all day and she didn't want to bother him. Becky then called the son's wife, with the patient's permission, got the son's cell number and left him a message. He called her back within a few minutes. He stated his mom is always worried about bothering him. He made arrangements to pick up her cat so she would have peace of mind, going to rehab. The patient demeanor was completely changed.
The patient agreed to go to rehab. The patient began telling Becky how she was a retired RN; she had worked 30 years in all different aspects of nursing. She gave Becky a hug and kiss before we left the room.
Becky could have just walked in and handed the patient the paper; but she took the time to connect with her and treat her with compassion, in a professional manner. I was just in awe how Becky did not take the attitude of others and approached this patient with a genuine caring attitude which created an environment of trust. This is why Becky Rumble deserves the DAISY Award.