Recently, Shirley was in charge. We were down staff due to exposure. A PCU nurse graciously assisted us in the CT/MRI area that day. One of the CT patients had a reaction to contrast and Shirley was right there to help. Shirley was readily available to assist in that area and assessed the patient, remained with the patient and provided her critical thinking and skills to reassure this patient. She was able to ensure the patient remained safe and secure. The patient was able to recover and be discharged safely. She was recognized by staff the following morning on the safety call for her care of this patient.
On this same day, we had a patient who traveled from Ogdensburg for a Lung biopsy. The patient didn't have a phone. His daughter provided him his transportation and accompanied him. His daughter called Pulmonary Associates (referring provider) prior to this day to confirm appointment/procedure/arrival time and they told them 10 am (which was his scheduled procedure time). The patient was actually scheduled for a procedure at 10 am and needed to be here by 9 am. When the patient was not here staff tried calling him/his daughter and got no answer. The patient's daughter was also without a phone this day (because she ran over it). Therefore, they arrived an hour late. There was no room in the schedule to accommodate this patient when he arrived. The patient was extremely angry and said was not coming back. The daughter then requested to speak with a nurse. Shirley went to the registration area to speak with her. I observed from a short distance, waiting for a big disturbance. Shirley was able to approach the daughter in such a caring and sincere manner that set a gentle tone for the conversation. She explained the schedule and that she had tried to squeeze him in somewhere but due to the busy schedule was unable on this day but would help her get it rescheduled and ensure there was open communication for the reschedule (to make sure this didn't reoccur). Shirley gave her the number for the scheduler the IR number and Pulmonary Associates' number so they could reschedule. The daughter seemed to understand, although not pleased, and said she would try to get her dad to come back for the biopsy.
Shirley actively and attentively listened to the daughter's concerns and provided reassurance and alternatives. The patient and daughter traveled from the Ogdensburg area so Shirley empathized with the difficulty of travel and lack of phone communications. Shirley's leadership and communication skills were compassionate sincere educational and professional. She always ensures a patient-centered approach is attained and delivered. She maintains the utmost respect for ensuring safe quality and compassionate care to each and every encounter. These are only a couple of the multiple examples that Shirley has demonstrated she is a true DAISY Nurse.