February 2019
Zach
Inskeep
,
RN
Emergency Department
Genesis Medical Center
Davenport
,
IA
United States
Zach Inskeep has been a nurse for a little over a year. During a busy night working third shift, Zach was taking care of an 80-year-old patient. This patient was considered a critical, but stable patient. The patient was just discharged from another hospital, and when he arrived home, he collapsed.
The patient was found to be hypotensive and Zach immediately alerted the provider about the patient's condition. After the patient was stable, he needed to be transferred to an ICU bed but no beds were available at that time. Instead, the patient was kept in the ER for a little bit longer. During this time, Zach maintained open and honest communication with the patient. He also kept the wife notified of the plan of care and treatment at all times. He made good use of AIDET.
Zach updated the family that the patient could not be transferred to ICU at that time. He did a great job of using a "blameless apology" for the ICU bed not being ready while reassuring the spouse that he would be closely observing the patient while he was in the ER. At that time, the patient's wife asked: "Should I be angry at the other facility?"
According to the spouse, the patient was discharged home early that day from that hospital, and as soon as the patient got out of the car, he collapsed! The spouse also mentioned that her son worked in the "legal department" and she asked Zach if she needed to contact her son. Zach stated that unfortunately, he could not comment about the patient's condition after being discharged earlier from the other hospital, and he also stated that it was up to the spouse if she felt like she needed to voice her concerns with somebody else.
Zach took the time to listen to the wife's concern and he also stated that he was sorry that this happened, and that the patient will be well taken care of in the ICU.
Zach Listened, Empathized, Apologized and Delivered excellent care!
Overall, Zach practices the Genesis Way with safety, integrity, compassion, accountability, respect, and excellence. He used AIDET, delivered a blameless apology, and reassured the patient and the patient's spouse that we would take good care of the patient, a great example of Managing Up.
The patient was found to be hypotensive and Zach immediately alerted the provider about the patient's condition. After the patient was stable, he needed to be transferred to an ICU bed but no beds were available at that time. Instead, the patient was kept in the ER for a little bit longer. During this time, Zach maintained open and honest communication with the patient. He also kept the wife notified of the plan of care and treatment at all times. He made good use of AIDET.
Zach updated the family that the patient could not be transferred to ICU at that time. He did a great job of using a "blameless apology" for the ICU bed not being ready while reassuring the spouse that he would be closely observing the patient while he was in the ER. At that time, the patient's wife asked: "Should I be angry at the other facility?"
According to the spouse, the patient was discharged home early that day from that hospital, and as soon as the patient got out of the car, he collapsed! The spouse also mentioned that her son worked in the "legal department" and she asked Zach if she needed to contact her son. Zach stated that unfortunately, he could not comment about the patient's condition after being discharged earlier from the other hospital, and he also stated that it was up to the spouse if she felt like she needed to voice her concerns with somebody else.
Zach took the time to listen to the wife's concern and he also stated that he was sorry that this happened, and that the patient will be well taken care of in the ICU.
Zach Listened, Empathized, Apologized and Delivered excellent care!
Overall, Zach practices the Genesis Way with safety, integrity, compassion, accountability, respect, and excellence. He used AIDET, delivered a blameless apology, and reassured the patient and the patient's spouse that we would take good care of the patient, a great example of Managing Up.