Victoria is one of the most people-centered clinicians I have worked with in my nursing career. I had a patient with a language barrier who came in for a consult for sleep issues. During the visit, I could tell the patient didn't understand the process involved and really did not seem to understand much of what I was telling him. While an interpreter would have been ideal, at that time it was not available. He had taken off work for this appointment and really wanted to convey his thoughts. Victoria is fluent in multiple languages and luckily, she spoke his native language. It was well after 5 PM, and I knew she had left for the day but I called her and even though she was already at home, she did not hesitate for one moment when I asked for her help. She helped guide our office visit and listen to the patient's concerns so I could at least make sure he knew what the plan was. She, in fact, offered to take over his care in the office as she could help communicate and could relate to his cultural needs. I think she spent time talking and listening to his concerns until about 6PM or so that evening. She did not hesitate to offer her assistance to this patient.
Victoria thinks of all of her patients and their family members as a unit. I have seen her stop by and do her normal day to day rounding in the hospital but after she stops to check in and examine the patient, she will also take time to stop and ask how family members are doing. I have overheard her reminding them that they need to also remember to take care of themselves in order to help continue to take care of their ill family members. I can recall overhearing Victoria on a phone call (if not many phone calls) to insurance companies where I think of her in this role. Often there are road blocks that can get in the way of what is thought to be the best plan of care for our patients. I have overheard Victoria advocating for her patient during a phone call for a much needed medication. Victoria will jump right in and call the company and ask to speak with a physician to go over her patient's case to discuss the need of this medication.