A veteran contacted the Inpatient Mental Health Unit, where Mary Ramsower, RN, answered the call with compassion and resolve. This veteran was in the midst of a mental health crisis, and Ms. Ramsower immediately prioritized his safety. She skillfully gathered crucial information, including a contact number, address, and confirmation that a caregiver was present with him during the call.

Despite the veteran’s reluctance to be transferred to the Crisis Line, Nurse Ramsower communicated clearly that he urgently needed help. The veteran still refused to be transferred to the Crisis Line. Demonstrating remarkable poise, she worked to de-escalate the situation and took proactive steps by alerting the VA Police about the unfolding circumstances.

Thanks to her diligence and quick thinking, the VA Police promptly contacted local authorities to dispatch an ambulance to the veteran’s location. Additionally, Ms. Ramsower updated the PCSC about the situation to ensure comprehensive support. Before the ambulance arrived, the veteran left his home. Undeterred, Nurse Ramsower remained on the phone with him for an impressive 1.5 hours, providing reassurance as the caregiver transported him to the VA emergency room.

Upon arrival, Nurse Ramsower facilitated a warm handoff to the ER team, ensuring a seamless transition to the care he desperately needed. Through her unwavering vigilance, profound compassion, and steadfast commitment to veteran care, Ms. Ramsower made a significant impact on this veteran’s life.

She exemplified the ICARE values throughout this situation, consistently demonstrating dedication every day, every shift, and every moment spent on the unit. Her actions saved a life and underscored the vital importance of compassionate care within our organization.