November 2020
Meredith
Nolan
,
BSN, RN
Vanderbilt Eye Institute-Eye Clinic
Vanderbilt University Medical Center & The Vanderbilt Clinics
If it wasn't for Meredith's explanation he may not have taken it seriously enough to go to the hospital.
While working at the front desk a patient came into the clinic and in a very serious way stated that he wanted to make a "complaint". Luckily at this time, we did not have a provider that morning, so our clinic was empty. He stated that he had spoken to one of our nurses on Wednesday and what she did to him needed to be heard about.
At this time I began to ask for some patient information in order to look him up in eStar. About this time I think he realized we were growing concerned about his interaction with this staff member. He then suddenly pulled out a huge box of Whitman's assorted chocolates. One of the biggest boxes I had seen, and I also began to wonder how I missed him hiding it. He became very lighthearted at that moment to let us know he was joking. He stated as he pointed to the box of chocolates that this punishment fits the crime. He stated that he had called in on Wednesday about some issue with his eye and while speaking to the nurse she urged him based on his symptoms to go to the emergency room. Which he had been reluctant to do.
He then stated that while at the hospital they had determined he was having a stroke and how she had saved his life. He stated that he was beyond grateful for her knowledge and encouragement to go to the emergency room because he had been out mowing and wasn't sure about the severity. If it wasn't for her explanation he may not have taken it seriously enough to go to the hospital.
At this point, I had gotten into the patient chart to see which employee had assisted him. I saw that Meredith had documented the encounter and had been the nurse for this interaction. I was able to see that Meredith was available in her office via Skype for business from the Polycom phones. I asked the patient if he had a moment to wait and he stated yes. I went to Meredith's office to see if she was truly available to speak with the patient. I gave her a quick rundown of the patient's "complaint". She was more than happy and willing to come and meet the patient. I was not able to hear the entirety of their interaction, but I could hear him just repeatedly thank her and tell her about his daughter.
I do recall Meredith saying that if it wasn't for COVID she wished she could hug him and he agreed. Just being a spectator of this interaction warmed my heart to see what a difference we can make in someone's life from day-to-day.
At this time I began to ask for some patient information in order to look him up in eStar. About this time I think he realized we were growing concerned about his interaction with this staff member. He then suddenly pulled out a huge box of Whitman's assorted chocolates. One of the biggest boxes I had seen, and I also began to wonder how I missed him hiding it. He became very lighthearted at that moment to let us know he was joking. He stated as he pointed to the box of chocolates that this punishment fits the crime. He stated that he had called in on Wednesday about some issue with his eye and while speaking to the nurse she urged him based on his symptoms to go to the emergency room. Which he had been reluctant to do.
He then stated that while at the hospital they had determined he was having a stroke and how she had saved his life. He stated that he was beyond grateful for her knowledge and encouragement to go to the emergency room because he had been out mowing and wasn't sure about the severity. If it wasn't for her explanation he may not have taken it seriously enough to go to the hospital.
At this point, I had gotten into the patient chart to see which employee had assisted him. I saw that Meredith had documented the encounter and had been the nurse for this interaction. I was able to see that Meredith was available in her office via Skype for business from the Polycom phones. I asked the patient if he had a moment to wait and he stated yes. I went to Meredith's office to see if she was truly available to speak with the patient. I gave her a quick rundown of the patient's "complaint". She was more than happy and willing to come and meet the patient. I was not able to hear the entirety of their interaction, but I could hear him just repeatedly thank her and tell her about his daughter.
I do recall Meredith saying that if it wasn't for COVID she wished she could hug him and he agreed. Just being a spectator of this interaction warmed my heart to see what a difference we can make in someone's life from day-to-day.